Director, Hotel Operations

**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**:
The Director Hotel Operations is responsible for ensuring that the shipboard hotel operation delivers guest vacation experiences in accordance with Celebrity Cruises brand promise and brand standards The role is responsible for all hotel operations onboard our river vessels They communicate directly with the Managing Director their team in Basel as well as any third-party operators to ensure a seamless flow of collaboration and execution on every front

They are accountable to drive shipboard KPIs with a special focus on guest satisfaction and a frictionless experience for all guests They will liase with others to ensure internal / external compliance employee satisfaction cost control and revenue growth The SDHO liaises closely with all corporate and operational groups to ensure that each ship is fully and always supported This includes Hotel Operations (F&B Onboard Revenue Entertainment & Cruise Programs Guest Services Housekeeping) Marine Operations Global Marine Operations IT Human Resources Marketing Accounting Internal Audit Safety & Environment Corporate Communications Land Operations Revenue Management Deployment Legal and Customer Service The Director Hotel Operations is fully accountable for the performance of each ship assigned to them The SDHO will work closely with the shipboard leadership Shoreside departmental groups and analysts to use data and operational feedback to constantly review results and trends to make the necessary adjustments

This person will be a vital key element for our start up and operation in the River industry Therefore clear and consistent collaboration communication drive and flexibility are all required

**Essential Duties and Responsibilities**:

- Guides and supports the shipboard and Basel shoreside hotel operation to deliver guest and crew experience in accordance with Celebrity Cruises brand promise and brand standards Ensures that each ship is operated safely profitably effectively
- and efficiently and meets all key targets Produces weekly status and update reports to be sent to the VP
- HOPs in Miami Continuously tracks individual ship performance and reviews and analyzes Medallia and Guest Experience data with the team proposing any improvements needed
- Generates routine updates and reports to appropriate to Miami shoreside and shipboard leadership personnel Conducts scheduled ship visits to deliver an in-depth evaluation of the guest experience on-board and determines the success of relevant product enhancements Has overall responsibility for ensuring that guest experiences on Celebrity ships transitioning between itineraries are properly planned and executed in a culturally equitable way Plans the regional customization of the product along with the shoreside leadership in Product Development Food and Beverage Shore Excursions Entertainment Guest Services Onboard Revenue Housekeeping
- Works with the onboard and shoreside support to ensure all SOPs and Playbooks are executed as per plan Represents Basel hotel operations in situation management / sit rep calls and is expected to make critical decision to ensure the best possible guest experience on ships impacted by unusual situations Reviews and analyzes internal and external audit and inspection reports and disseminates information for follow up and continuous improvement Reviews the Balanced Scorecard Performance and provides all necessary support and tools to the Hotel Director to assist them to achieve targets across all areas of the operation Participates in deployment planning and provides operational guidance during the process Ensures the ship follows all necessary regulatory guidelines Liaises with Miami and Basel Marine Operations to ensure the SOA (Ship Overall Appearance) and maintenance programs are well managed Works closely with the ships manager refurbishment manager and other specialists to create a strategic plan to ensure each ship is well maintained Monitors external environment and competition within the cruise and vacation industry to identify opportunities to strengthen and evolve our guests experience to ensure we maintain and enhance our competitive advantage**HUMAN CAPITAL**

Oversees Hotel Director and key management selection and scheduling for each assigned ship and ensures a proper succession plan Liaises with marine operations and h