Celebrity Cruises, Hotel Operations Manager

Great Vacations Begin With Great Employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami. 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:

The Hotel Operations Manager is responsible for the supervision and support of the onboard day to day hotel operation of Celebrity Cruises, acting as liaison between the onboard Hotel Department and the AVP, Hotel Operations and SVP, Operations. The MHO for Celebrity Cruises will monitor and ensure the onboard leadership delivers against all standards relating to Celebrity Pillars of Safety, Service and Style, as well as brands service standards (STAR).

The Hotel Operations Manager is a key player within the Celebrity Hotel Operations leadership team and responsible for taking the lead role in overseeing all key Hotel Operations initiatives and high level projects. By leading a core team of cross functional expertise, the Hotel Operations Manager ensures projects including but not limited to, Workplace Safety, OPP, Language Strategy, Crew Engagement and MLC remain on track and a key area of focus across all areas of the operation. The MHO brings a strong sense of self drive and initiative to the table and has a keen sense of accountability. Their visionary approach to leading multiple high level and business critical initiatives will inspire others to deliver and ensure the business continuously moves forward and evolves.

The Hotel Operations Manager represents the interests of Hotel Operations to other functional areas within Celebrity Cruises and specifically serves as the point of contact for Safety and Environment, Legal, One Touch Customer Service, Guest Port Services, Deployment and Medical & Public Health. The Hotel Operations Manager works with the Senior Performance Analyst to monitor vessel performance and investigate declining trends in the Medallia Guest Survey tool. Where trends are emerging the MHO provides guidance and recommendations to Shipboard Hotel Directors for quick and impactful resolution.

The position is required to have a strong understanding of the onboard operational experience and the ability to form strategic and targeted game-plans to drive performance. A strong understanding of project management and a unique ability to task manage and organize multiple high visibility projects is a core component of this role.

The position also supports the AVP, Hotel Operations with day to day operational issues and special projects, as needed.

Career Snapshot:

• Supervises, supports and contacts the onboard Hotel Department Heads in all day to day operational matters
• Provides development, coaching and support to Hotel Directors and Associate Hotel Directors
• Evaluates Hotel Directors/ AHD's performance and guides the training and development of future hotel director leaders
• Schedules all Hotel Directors and Associate Hotel Directors
• Responsible for supporting the leading of the onboard team in their efforts to achieve consistently improving OVE and guest satisfaction ratings, reflecting improving YOY results
• Where necessary, travels to ships to assess product delivery and makes necessary recommendations to course correct ratings and revenue performance
• Takes a lead role in leading projects including, but not limited to, Workplace Safety, Language Strategies, Management Continuity, Brand Quality, Product Offering development, Ship transition planning, Ship hand-over assignments, Crew Engagement and other ongoing project management
• Receives nominations for permanent promotions to department head positions in the onboard departments of Hotel Administration, F & B, Housekeeping, Guest Relations, Casino, Shore Excursions and all other Hotel Operating departments across the fleet
• Assists the AVP, Hotel Operations in tracking and monitoring shipboard Financial and Balance Scorecard Performance
• Makes recommendations for ensuring targets and operational objectives are achieved and exceeded
• Reviews the weekly onboard financial results and provides guidance and recommendations to AVP, Hotel Operations for focused follow up
• Assists AVP to ensure hotel financial targets are accomplished in a timely and consistent manner
• Reviews and makes comments and suggestions as relates to deployment, itinerary planning and cruise layouts for the vessel
• Brings to the attention of the AVP, Hotel Operations any unresolved matters that require the AVP or SVP, Operations involvement and decision
• Acts as the lead for Hotel Operations on all key high level initiatives and projects and acts as facilitator for review of all related Hotel Operations Policies and Procedures
• Recommends improvements and drafts proposals to operational policies and procedures within SQM or company brand standards
• Prepares product offering preparation decks and assists the AVP Hotel Operations in preparing shipboard teams for new itineraries and deployments
• Supports the AVP, Hotel Operations in meetings facilitation as business demands
• Monitors the external environment and competition in the cruise and vacation industry and identifies opportunities to strengthen the hotel department team and enhance its competitive advantage
• Responsible for monitoring and analyzing the revenue and expense elements of the ships and ensuring that the shipboard leaders are managing their financials within the plan
• Uses innovative and critical thinking to help achieve transformational financial and guest experience results and puts forth strategic recommendations for improvement
• Performs other duties as required

Requirements:

Hospitality / Business Degree in Hospitality Management preferred.

Minimum of 8 years related experience within hotels, resorts or cruise lines with proven managerial experience to direct managers and staff

• Detailed understanding of project management and leadership of others
• Must have the ability to manage multiple high levels initiatives and possess a strategic forward thinking outlook on the big picture at all times
• Proven track record in support of Hospitality Services and Operational Efficiencies
• Ability to analyze the on board operation and identify areas for improvement, consistent with the department's Goals and Objectives
• Excellent leadership, interpersonal, customer service and organizational skills to communicate confidently and effectively in a considerate, professional and positive manner with all levels of management, business partners and employees
• Must be a passionate and inspirational leader who possesses strong self-initiative and an ability to hold themselves and other accountable in always delivering key results-- a driver of the business
• Working knowledge of computers, internet and the ability to navigate within a variety of business related software packages such as Microsoft Word, Excel, PowerPoint
• Ability to work in a fast paced environment with multiple projects and priorities
• Ability to travel and perform ship visits where necessary

Preferences:

Two (2) years experience as Hotel Director, General Manager, Associate Hotel Director preferred

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 Hotel Operations Manager- Celebrity. 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.