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Your Purpose
The Executive Director of Operations is responsible for overseeing the seamless delivery of all onboard services and experiences, ensuring operational excellence and exceptional guest satisfaction across the MSC fleet. This role involves leading large, diverse teams to execute pre defined commercial strategies, manage service logistics, and maintain the highest standards of service quality. The Executive Director will play a critical role in fostering a performance driven culture while supporting the organisations commercial objectives.
Your Impact
Oversee all onboard service operations, including Retail, SPA, Digital Services, Luxury Watches and Jewelry as well as all Buying Functions. Ensure pre purchased services are flawlessly executed onboard to meet or exceed guest expectations. Lead initiatives to enhance service quality, streamline operations, and optimize resource utilisation. Monitor guest satisfaction metrics and implement continuous improvement initiatives. Build, lead, and motivate a high performing operational team with a strong focus on service excellence. Develop leadership capabilities within onboard teams to ensure a consistent and high quality guest experience. Maintain a visible leadership presence, fostering a positive, inclusive, and high energy work environment. Manage labor allocation, training, and onboarding programs to maintain operational efficiency. Partner closely with the Executive Director Commercial to ensure pre cruise sales strategies are effectively operationalised onboard. Collaborate with Procurement and Category Management teams to ensure timely delivery and availability of products and services. Work with the IT and Digital teams to leverage technology in improving operational efficiency and guest interactions. Oversee all logistics for onboard services, including inventory, supply chain management, and service schedules. Develop contingency plans to address potential service disruptions or guest complaints effectively. Optimise resource allocation to maximise service coverage while maintaining cost efficiencies. Develop and manage budgets for all onboard operational functions, ensuring alignment with broader revenue goals. Establish KPIs to measure operational efficiency, guest satisfaction, and team performance. Provide regular reports to senior leadership on operational performance and areas for improvement.
Your Journey so far
10+ years of experience in hospitality operations, cruise operations, or a related field. Proven ability to lead large, diverse teams in a fast paced, dynamic environment. Expertise in service delivery, logistics, and operational planning.
Your Essentials
Strong understanding of guest experience drivers and