POSITION SUMMARY & KEY RESPONSIBILITIES
The Senior Director of Hotel Operations (SDHO) is pivotal in ensuring that our shipboard hotel operations deliver exceptional vacation experiences in alignment with Celebrity Cruises' brand promise and standards. This role oversees all hotel operations on our river vessels, fostering seamless collaboration with the Managing Director, the team in Basel, and third-party operators.
As the SDHO, you will drive shipboard KPIs with a distinct focus on guest satisfaction and ensuring a smooth experience for all. You will collaborate closely with various teams to guarantee compliance, employee satisfaction, cost control, and revenue growth. You will also be accountable for the performance of each assigned ship and will work together with shipboard leaders, shoreside departmental teams, and analysts to leverage data and operational feedback for continuous improvement.
This position plays a crucial role in our startup and operations within the river industry, demanding clear communication, collaboration, flexibility, and a strong drive for excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Guide and support shipboard and Basel shoreside hotel operations to ensure guest and crew experiences align with Celebrity Cruises' brand promise and standards.
- Ensure that each ship operates safely, profitably, effectively, and efficiently while meeting key targets.
- Produce weekly status and update reports for the VP of HOPs in Miami.
- Monitor individual ship performance, evaluate Medallia and Guest Experience data alongside the team, and recommend necessary improvements. Generate routine updates for Miami shoreside and shipboard leadership.
- Conduct scheduled ship visits to evaluate the onboard guest experience and measure the success of product enhancements. Ensure a culturally equitable transition of guest experiences between itineraries while collaborating with shoreside leadership on product customization.
- Represent Basel hotel operations during situation management calls, making critical decisions to maintain optimal guest experiences in unusual circumstances.
- Review and analyze internal and external audit reports to promote continuous improvement.
- Assess Balanced Scorecard Performance and provide necessary support to Hotel Directors, assisting in achieving operation targets. Ensure compliance with regulatory guidelines during deployment planning.
- Liaise with Marine Operations in Miami and Basel to manage the Ship Overall Appearance (SOA) and maintenance programs effectively.
- Monitor industry trends and competition to identify opportunities for enhancing guest experiences, thereby strengthening our competitive advantage.
HUMAN CAPITAL
- Oversee the selection and scheduling of Hotel Directors and key management for each assigned ship, ensuring an effective succession plan.
- Conduct annual assessments of Hotel Directors and provide coaching on leadership effectiveness.
- Collaborate with human resources to recruit top hospitality professionals and provide input on compensation matters.
- Direct and evaluate the performance of the Lead Hotel Operations team, facilitating additional operational support for the fleet.
- Work with shipboard teams to recommend adjustments based on product customization and language requirements.
QUALIFICATIONS
- A minimum of fifteen years of experience in hospitality management, ideally within the cruise sector.
- At least five years in a managerial role as a Hotel Director or General Manager.
- Experience working with a diverse, multicultural workforce.
- Preferred experience in a matrix organization with overseas headquarters.
- Business fluency in English; proficiency in German is advantageous.
- Previous exposure to global operations.
- In-depth understanding of shipboard hotel operations, capable of thriving in a fast-paced environment with multiple priorities.
- Strong decision-making, crisis management, analytical, and problem-solving skills with a solid knowledge of USPH standards.
- A Bachelor’s degree in hospitality from a recognized institution is preferred.
- Five years of shipboard experience is beneficial.
- Proficient in various business software, including Microsoft Word and Excel.
KNOWLEDGE AND SKILLS
- Demonstrating a customer-first approach, showcasing a commitment to delivering exceptional experiences while addressing cultural service variations.
- Leading with passion and integrity, fostering a positive working environment across the fleet.
- Global thinking: Evaluating strategic initiatives while respecting cultural differences and managing diverse teams effectively.
- Recruiting and developing talent: Engaging with shipboard leaders to ensure alignment with company vision and addressing their needs.
- Demonstrating a strong track record in driving high performance and delivering results.
- Applying critical thinking to evaluate solutions, conclusions, and problem-solving techniques.
FINANCIAL/QUANTITATIVE RESPONSIBILITIES
- Facilitate the achievement of fleet and ship-level financial goals.
- Monitor the financial performance of the shipboard hotel department.
- Manage expenses associated with travel and ship support functions.
- Assist ships with financial planning and revenue opportunities, ensuring adherence to budget projections.
- Implement stringent asset control measures.
- Hold hotel directors and ship leadership teams accountable for managing expenses and achieving revenue targets across operations.
- Collaborate with operational department heads in Miami and Basel to create precise forecasts for operational expenses.
- Ensure cost containment through diligent management of records, reports, supplies, and equipment.
To apply, please apply online using the form below. Only applications matching the job profile will be considered.