POSITION SUMMARY & KEY RESPONSIBILITIES
The Senior Director Hotel Operations (SDHO) plays a pivotal role in ensuring that the shipboard hotel operations provide exceptional guest vacation experiences, aligning with the Celebrity Cruises brand promise and standards. This position encompasses all hotel operations aboard our river vessels, requiring direct communication with the Managing Director, the Basel team, and third-party operators to foster seamless collaboration and execution.
The SDHO is accountable for driving shipboard KPIs, with a keen focus on guest satisfaction and delivering a frictionless experience for all guests. This role demands close liaison with various parties to ensure internal and external compliance while upholding employee satisfaction, cost control, and revenue growth. They will work closely with both shipboard leadership and shoreside departmental analysts, leveraging data and operational feedback to continually review results and trends, making necessary adjustments as needed.
This individual will be a key contributor to our initiatives within the River industry, necessitating clear and consistent collaboration, communication, flexibility, and drive.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Guide and support shipboard and Basel shoreside hotel operations to deliver exceptional experiences for guests and crew in alignment with Celebrity Cruises' brand promise and standards.
- Ensure each ship operates safely, profitably, effectively, and efficiently while meeting key targets.
- Produce weekly status reports to be sent to the VP of HOPs in Miami.
- Continuously track individual ship performance, analyze Medallia and Guest Experience data, and propose necessary improvements. Update relevant Miami shoreside and shipboard leadership as required.
- Conduct scheduled ship visits for in-depth evaluations of the guest experience, ensuring the guest experiences transitioning between different itineraries are properly planned and executed. Collaborate on the regional customization of products with shoreside leadership across various departments.
- Represent Basel hotel operations during situation management calls, making critical decisions to enhance guest experience during unusual situations.
- Review and analyze internal and external audit reports, providing follow-up for continuous improvement.
- Evaluate the Balanced Scorecard Performance, supporting the Hotel Director to achieve targets across the operation and ensuring compliance with regulatory guidelines.
- Liaise with Miami and Basel Marine Operations to manage the Ship Overall Appearance (SOA) and maintenance programs strategically.
- Monitor industry competition to identify opportunities that enhance guest experiences and maintain a competitive edge.
HUMAN CAPITAL
- Oversee the selection and scheduling of Hotel Directors and key management for each ship, ensuring a robust succession plan.
- Conduct annual assessments of Hotel Directors and provide coaching on leadership effectiveness.
- Partner with human resources to recruit top hospitality leaders, contributing to discussions on compensation to attract talent.
- Select, direct, coach, and evaluate the Lead Hotel Operations responsible for supporting the fleet's hotel operations.
- Collaborate with shipboard teams to recommend par level adjustments based on product customization and define crew language requirements by division.
QUALIFICATIONS
- A minimum of fifteen years of experience 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.
- Exposure to matrix organizations and overseas headquarters preferred.
- Business fluency in English; proficiency in German is an advantage.
- Extensive understanding of hotel operations and experience in fast-paced environments with multiple priorities.
- Strong analytical and problem-solving skills, with crisis management capabilities.
- Bachelor’s degree from a hospitality college or university preferred.
- 5 years of shipboard experience preferred.
- Proficient in Microsoft Word and Excel and other relevant business software.
KNOWLEDGE AND SKILLS
- Demonstrates a strong commitment to delivering superior customer service, understanding global customer needs and cultural implications.
- Exhibits passion, drive, and energy while promoting accountability for results and fostering a positive working environment.
- Acts with integrity, promoting ethical behavior and aligning with RCG’s core values.
- Thinks and acts globally, effectively managing cultural differences and embracing diversity in the workplace.
- Motivates and develops talent by communicating the company’s vision and being receptive to feedback from shipboard leaders.
- Delivers consistent high performance, identifying root causes and developing effective corrective plans.
- Utilizes critical thinking to evaluate solutions and execute informed decisions.
FINANCIAL/QUANTITATIVE RESPONSIBILITIES
- Plays a crucial role in ensuring financial goals at both fleet and ship levels are achieved.
- Monitors financial performance of the shipboard hotel department.
- Manages travel and ship support functions' expenses effectively.
- Supports financial planning, revenue-generating opportunities, and budget projections to meet targets.
- Ensures stringent asset control is maintained.
- Holds Hotel Directors accountable for their operational expenses and revenue targets.
- Collaborates with operational department heads for accurate forecasting of operational expenses.
- Ensures cost containment through effective management of records, supplies, and equipment.
Apply online using the form below. Only applications matching the job profile will be considered.