POSITION SUMMARY & KEY RESPONSIBILITIES
The Senior Director of Hotel Operations (SDHO) is responsible for ensuring that the shipboard hotel operations provide guest vacation experiences that align with Celebrity Cruises' brand promise and standards. This role oversees all hotel operations onboard our river vessels, facilitating direct communication with the Managing Director, the team in Basel, and any third-party operators to foster seamless collaboration and execution across all fronts.
The SDHO is accountable for driving shipboard KPIs, with a particular emphasis on guest satisfaction and creating a frictionless experience for all travelers. This position requires liaising with others to ensure compliance, enhance employee satisfaction, manage costs, and promote revenue growth. The SDHO collaborates closely with both corporate and operational teams to ensure that each ship is consistently supported.
The individual in this role will be a crucial element in our startup and operations within the river industry, necessitating clear communication, collaboration, determination, and flexibility.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Guide and support the shipboard and Basel shoreside hotel operations to deliver exceptional guest and crew experiences in line with Celebrity Cruises' branding.
- Ensure that each ship operates safely, profitably, and effectively while meeting all key targets.
- Produce weekly status updates and reports for the VP of Hotel Operations in Miami.
- Continuously track individual ship performance and analyze Medallia and Guest Experience data, proposing necessary improvements and generating routine updates for Miami shoreside and shipboard leadership.
- Conduct scheduled ship visits to evaluate guest experiences onboard and assess the success of relevant product enhancements while ensuring culturally equitable transitions between itineraries.
- Collaborate with shoreside leadership in various departments to plan product customizations and ensure that all Standard Operating Procedures (SOPs) and Playbooks are executed as intended.
- Represent Basel hotel operations during situation management calls, making critical decisions to enhance guest experiences during unusual circumstances.
- Review and analyze internal and external audits for continuous improvement opportunities.
- Provide necessary tools and support to the Hotel Director to achieve targets across all operational areas.
- Liaise with Marine Operations in Miami and Basel to manage ship appearance and maintenance programs effectively.
- Monitor the competitive landscape of the cruise industry, identifying opportunities to strengthen and evolve guest experiences.
HUMAN CAPITAL
- Oversee the selection and scheduling of Hotel Directors and key management for each assigned ship, ensuring a robust succession plan.
- Conduct annual assessments of the Hotel Director/AHD and provide coaching on leadership effectiveness.
- Partner with human resources to recruit top hospitality leaders and advise on compensation issues.
- Select, direct, coach, and evaluate the performance of the Lead Hotel Operations professionals supporting the fleet.
- Collaborate with shipboard and functional support teams to recommend necessary operational adjustments and define crew language requirements.
QUALIFICATIONS
- A minimum of fifteen years in hospitality management, preferably within cruise lines.
- At least five years of managerial experience as a Hotel Director or General Manager.
- Experience working with a diverse, multicultural workforce.
- Preference for 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 and the ability to adapt in a fast-paced environment with multiple priorities.
- Strong decision-making capabilities and crisis management skills, along with robust analytical and problem-solving abilities.
- Bachelor’s degree from a hospitality college or university is preferred.
- A minimum of 5 years of shipboard experience is preferred.
- Proficient in various business-related software packages, including Microsoft Word and Excel.
KNOWLEDGE AND SKILLS
- Demonstrates a strong commitment to delivering superior customer experiences and understanding cultural differences in service requirements.
- Leads with passion, energy, and accountability for results.
- Acts with integrity, promoting ethical behavior and corporate values.
- Thinks and acts globally, ensuring the execution of strategic initiatives while acknowledging cultural perspectives.
- Motivates and develops talent through honest and open communication while actively coaching shipboard leaders.
- Proven track record of driving high performance and achieving results through operational experience.
- Employs critical thinking to assess strengths and weaknesses of various solutions and approaches to challenges.
FINANCIAL/QUANTITATIVE RESPONSIBILITIES
- Play a critical role in meeting fleet and ship-level financial goals.
- Monitor the financial performance of the shipboard hotel department.
- Manage expenses related to travel and ship support functions.
- Work with ships on financial planning, identifying onboard revenue opportunities, monthly forecasts, and budget projections.
- Ensure effective asset control and accountability for expenses across all hotel operations.
- Formulate forecasts for shipboard operational expenses with input from department heads and ensure communication with shoreside finance.
- Enforce cost containment through proper management of records, reports, supplies, and equipment.
Apply online using the form below. Only applications matching the job profile will be considered.