Hospitality Manager

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Establishes Core Brand Standards, audit procedures and related KPIs to ensure key service experiences throughout the Celebrity fleet are aligned with Celebrity's Brand Quality vision. Through ongoing ship visits, identifies opportunities for improvement and through the onboard Hotel Directors provides guidance, training and recommendations to ensure alignment and consistency across all vessels and service areas. This role will serve as the subject matter expert for all hospitality and brand quality initiatives; as such, it will identify benchmark practices throughout the industry to introduce best practices and determine the effectiveness of the Celebrity brand's global initiatives.

Responsibilities:

• As the Brand Ambassador introduces and drives improvement and sustainability in all aspects of Point of Distinction Service. Creates a portfolio of Core Brand Standards for the fleet and through regular ship visits, establishes audit procedures geared towards ensuring accountability and measurement of delivery. Will implement regular reporting of improvements, best practices and areas of non-compliance. Builds Brand Standards platform that will promote sustained premium level service standards and ensure points of distinction philosophy at the ship level.
• Identifies opportunities to drive increased ticket yields and onboard revenue spend through leveraging industry leading hospitality and service techniques.
• Represents Celebrity Cruises in all aspects of Brand Quality delivery and champions the Brand Quality program at all levels of the organization. Takes the lead in partnering with brand consultants to build a culture of Brand Quality Accountability and ensures this intersects with a long term focus on genuine hospitality delivery.
• Conducts on site visits to assess the onboard operation, and provides guidance, training and recommendations on opportunities to improve performance against Brand KPI's and to ensure compliance with the company's brand quality and operational standards. Partners with shipboard teams in implementing corrective action plans. Writes and establishes business policies, Performance Management, and Quality Systems Policies in compliance with SQM.
• Assists Hotel Operations & Food & Beverage Operations in developing new concepts, innovations and improvements geared towards building on the platform of Modern Luxury. Adjusts for business changes as needed. Actively promotes and supports improvement and sustained growth of all Food & Beverage Product Delivery.
• Supports Ships management in the planning of High Profile Preferred and VIP Guests, Special Groups and Charters. Works to ensure shipboard team supports Butlers to provide segmented services across all guest experiences and ensure Suite Strategy delivery.
• Actively participates in monitoring and measuring of Guest Suite Program delivery to establish Celebrity Cruises as the brand of choice for Suite Guests and Affluent Travelers with a propensity to cruise.
• Monitors the external environment and competition within the cruise and vacation industry to identify opportunities to strengthen and evolve our premium guest experience to ensure we maintain and enhance our competitive advantage in the industry and across all hospitality arenas.
• In partnership with Shoreside Human Resources, develops and implements service training programs in like with Brand Quality initiatives for Front of House Service staff, including but not limited to Guest Services, Food & Beverage and Entertainment.
• Collaborates with DMA Managers on a regular basis to gather information on upcoming demographics, guest dining profiles, interests and market trends. Partners with shipboard leadership to ensure planning and product approach is in place to accurately match expectations of guest profile.
• Performs other duties as required.
• Work with the Hotel Operations Manager and the assigned operational budgets. Assist with the planning and development of future needs.

Qualifications:

• Minimum of 8 years of experience in hospitality in luxury resorts/premium cruise line.
• Bachelors degree (B.A.) from a four year college or university. Hospitality or Business preferred.
• Proven track record of driving high performance and achieving results.
• Detailed understanding of providing luxury services and hospitality.
• Demonstrates a passion for service, requiring a strong commitment to the delivery of a superior brand sensitive customer experience.
• Possesses deep knowledge of the internal and external customers globally, and understands the implications of cultural differences for service requirements. Ensures that the organization is rigorous in its development of deep customer knowledge, capitalizing on new technologies to enhance service relevance. Creates and fosters an atmosphere that invites 'ownership' of the customer experience at all levels, ensuring that new ideas for the creation of customer value are cultivated and celebrated.
• Drives collaborative development of new products and services.
• Promotes a culture of innovation encouraging new ideas, and supporting fresh perspectives while holding others accountable for the right results. Communicates excitement and enthusiasm for RCL.
• Models transparency and mutual respect with all constituents, creating a positive and productive working environment.
• Motivates employees to perform at their best by communicating the enterprise's vision, strategy, and business plan; talking with employees in an open, honest, and candid way, encouraging two way dialogue; listening to and addressing employees' issues, ideas, and suggestions.
• Oversees a strategic talent process, attracting and selecting strong and diverse team members, supporting development of individual and organizational capability and coaching others to deliver results.
• Delegates decisions to the right people, providing the appropriate information, autonomy, authority, tools, and resources necessary to carry out their responsibilities. Actively coaches team members, and provide them with challenging assignments, feedback, and insight into their behavior and performance.
• Consistently scans the globe for new markets and growth opportunities, staying abreast of emergent trends and positions the company to capitalize on the right opportunities
• Possesses the necessary breadth, sensitivity, and openness to attract, retain and motivate a diverse workforce.
• Travel 65% of the time.

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as our Hospitality Manager.  Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site. 

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.