POSITION SUMMARY & KEY RESPONSIBILITIES
The Senior Director Hotel Operations (SDHO) is responsible for ensuring that the shipboard hotel operation delivers exceptional guest vacation experiences in alignment with Celebrity Cruises' brand promise and standards. This role oversees all hotel operations onboard our river vessels, maintaining direct communication with the Managing Director, their team in Basel, and any third-party operators to facilitate seamless collaboration and execution.
The SDHO is accountable for driving shipboard KPIs, with a particular focus on guest satisfaction and ensuring a frictionless experience for all guests. They will liaise with various stakeholders to ensure compliance, employee satisfaction, cost control, and revenue growth. Collaborating closely with corporate and operational teams, the SDHO ensures that each ship receives comprehensive and consistent support.
Tasked with the performance management of each assigned ship, the SDHO will work closely with shipboard leadership, shoreside departmental groups, and analysts. Utilizing data and operational feedback, they will continuously assess results and trends to implement necessary adjustments. This individual is crucial to our startup and operations in the River industry, requiring clear communication, collaboration, adaptability, and a proactive approach.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Guide and support shipboard and Basel shoreside hotel operations to deliver exceptional experiences in line with Celebrity Cruises' brand promise and standards.
- Ensure safe, profitable, effective, and efficient ship operations, meeting all key targets.
- Produce weekly status and update reports for the VP, HOPs in Miami.
- Track individual ship performance and analyze Medallia and Guest Experience data, proposing improvements as needed. Provide routine updates to Miami shoreside and shipboard leadership.
- Conduct scheduled ship visits to evaluate guest experiences and oversee the execution of product enhancements.
- Represent Basel hotel operations in situation management calls, making critical decisions to ensure optimal guest experiences during unusual situations.
- Review and analyze internal and external audit reports, disseminating information for continuous improvement.
- Review the Balanced Scorecard Performance and provide necessary support to the Hotel Director to reach operational targets.
- Liaise with Miami and Basel Marine Operations to ensure maintenance programs are effectively managed.
- Monitor the competitive landscape within the cruise industry to enhance guest experiences and maintain our competitive edge.
HUMAN CAPITAL
- Oversee the selection and scheduling of the Hotel Director and key management for each assigned ship, ensuring a succession plan is in place.
- Conduct annual assessments of the Hotel Director/AHD, providing coaching on leadership effectiveness.
- Collaborate with human resources to attract the best hospitality leaders in the industry and provide input on compensation issues.
- Direct, coach, and evaluate the performance of the Lead Hotel Operations personnel providing support to the fleet.
- Work with shipboard teams to recommend adjustments based on product customization and determine crew language requirements by division.
QUALIFICATIONS
- At least fifteen years of experience in hospitality management, preferably within cruise lines.
- A minimum of five years of managerial experience as a Hotel Director or General Manager.
- Experience in a diverse multicultural workforce.
- Familiarity with matrix organizations, preferably with overseas headquarters.
- Business fluency in English; German language skills are a plus.
- Previous exposure to global operations.
- Understanding of (shipboard) Hotel Operations, capable of navigating a fast-paced environment with multiple priorities.
- Strong decision-making, crisis management, analytical, and problem-solving skills, along with knowledge of USPH.
- A Bachelor’s degree from a hospitality college or university is preferred.
- Five years of shipboard experience is preferred.
- Proficiency in business-related software packages, including Microsoft Word and Excel.
KNOWLEDGE AND SKILLS
- Passionate about service and committed to delivering a superior customer experience, understanding the cultural implications for service requirements globally.
- Leads with passion, energy, and accountability for results, fostering a positive working environment.
- Maintains integrity and sets standards for ethical behavior, promoting core principles and values.
- Evaluates and executes strategic initiatives with a global mindset, respecting cultural differences and promoting diversity.
- Motivates shipboard leaders, communicates company vision clearly, and encourages open dialogue.
- Demonstrates a track record of driving high performance and achieving results through effective operational experience.
- Applies critical thinking to identify strengths and weaknesses of various solutions to challenges.
FINANCIAL/QUANTITATIVE RESPONSIBILITIES
- Plays a critical role in meeting fleet and ship-level financial goals.
- Monitors the financial performance of the shipboard hotel department.
- Manages expenses related to travel and ship support functions.
- Assists ships with financial planning, revenue opportunities, monthly forecasts, and budget projections to meet targets.
- Ensures asset control is consistently applied and adhered to.
- Holds Hotel Directors and shipboard leadership accountable for managing various hotel operating expenses.
- Formulates forecasts for shipboard operational expenses with input from department heads and communicates with shoreside finance teams.
- Ensures cost containment through responsible handling of resources and accountability for operating expenses.
Apply online using the form below. Only applications matching the job profile will be considered.