Manager, Onboard Hospitality

**Journey with us** Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group We are proud to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations and the best people Together we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests

**Position Summary**:
Our brand-wide culture initiative The Celebrity Way elevates everything we do for our guests and each other This includes not only our onboard guests but our internal guests (or employees vendors and consultants) in order to create raving fans or loyal guests by providing them with a memorable and exceptional experience going above and beyond their expectations Our program anchors of Consistent Elevated Hospitality help us create a culture of excellence and a healthy obsession with delivering anticipatory +1 gestures (unexpected gestures)

Ultimately The Celebrity Way aims to become the gold standard in the hospitality industry As the Manager of Hospitality this role oversees the brand-wide understanding of the guiding principles of this initiative through _Our Vision:_ Create a culture of excellence and a healthy obsession with delivering exceptional experience going above and beyond expectations **to create raving fans** (or loyal guests and advocates) **_[Our WHY] _**_Our Mission:_ The Celebrity Way elevates everything we do for our guests and for each other **_[WHAT] _**_Our Anchors: _**Consistent** (Brand) | **Elevated** (Service) | **Hospitality** (Behaviors) **_[HOW]_**

As Manager Hospitality the goal is to provide a consistent elevated hospitality experience by delivering world class customer service to help differentiate Celebrity River Cruises through providing luxury experiences consistently This position underscores the importance of elevated hospitality training and alignment across all departments ensuring a consistent experience for both our discerning guests and internal stakeholders Furthermore this role will seamlessly integrate Tailored Solutions into every facet of our guest experience fostering empathy in all interactions while bringing our culture and values to life through sustainability training and recognition

The Manager Hospitality supports Operations Leaders with any and all initiatives related to _The Celebrity Way _creating sustainability momentum and consistent program growth and expansion throughout the brand The position’s main focuses will be to develop and implement curriculum content create training materials and tools and support all areas of _The Celebrity Way_ This role will support create and distribute effective onboard communications regarding our culture and values in our brand voice for any operational needs

The position will work with external consulting companies and leadership across the organization to implement learning initiatives service standards and rewards & recognition programs both onboard and shoreside The position supports _The Celebrity Way _efforts and initiatives with a goal to improve guest and internal guest experience and ultimately drive positive growth in employee satisfaction guest NPS scores and external service ratings

The Manager Hospitality is not only passionate about delivering great guest and employee experiences but enthusiastically lives our mission standards and culture within every interaction and coaches these same behaviors among the workplace ensuring accelerated and continuous improvement through the lens of our values Additionally the Manager helps oversee system-wide programs initiatives training and interventions focused on ensuring that our customers receive consistent seamlessly elevated and exceptional hospitality experiences through enhanced communication with operational partners The Manager helps observe the guest experience environment as well as the behaviors of staff and leaders providing real-time coaching and education leading to implementation of process changes to achieve and sustain best practices

**Essential Duties and Responsibilities**:
Lives behaves
- and leads with _The Celebrity Way_ front of mind ensuring that the culture and ethics of the brand are understood and displayed at all times by Shore and Shipboard teams
- Supports the Celebrity River operations teams with the implementation of _The Celebrity Way_ initiatives Helps develop implement and drive marketing strategies aligned with _The Celebrity Way_ including brand newsletters knowledge channels content/visuals any other materials videos etc Ensures meeting or exceeding all KPI’s while improving performance utilizing customer feedback
- and identifying trends/opportunities to improve the guest exp