Rooms Division Manager

Princess sails the world connecting guests to what matters most – their loved ones, destinations and each other. We proudly deliver memorable cruise vacations to millions of guests each year, visiting all seven continents and hundreds of ports of call.

As a worldwide leader in premium cruising, Princess now offers the MedallionClass™ experience, an even more personalized vacation. Our smart ships feature everything from TrulyTouchless™ embarkation to on-demand delivery of drinks, food and more that makes cruising effortless and supports the wellbeing of our guests and teammates.

Our Princess team lives by our Shared Purpose and Core Values of Respect, Protect and Connect. We seek out people who want to share their passion for travel, work with the latest technology and join a friendly, diverse team to serve our guests and show them the world. We understand our responsibility to safeguard our teammates, our guests and our oceans, and our highest priority is to operate in a safe and socially responsible way every day.

Drives, mentors, and develops a diverse Rooms Division team to consistently deliver a guest and product experience that embraces experiential ownership, aligning with our brand standards. Leads the Rooms Division and Laundry operation and inspires a guest and teammate centric culture that increases Net Promoter, profitability, Service Excellence, and drives a safe and healthy environment in accordance with HESS protocols.

Job Responsibilities:

• Consistently exceeds the Housekeeping defined targets, by driving a personalized guest and teammate centric & experience culture, reducing friction points and mitigating negative surprises.
• Ensures utilization of Princess MedallionClass products, services and applications to drive engagement in delivering a guest and teammates centric experience.
• Enforces accountability and ownership of the Service Excellence platform and philosophy.
• Responsible for guest satisfaction, supporting the teams to provide timely, effective, and personalized resolutions, while driving down ship specific post cruise complaints.
• Partners closely with shipboard leaders to capture best practices and shares insights on operational efficiencies.
• Ensures that Company and Public Health standards of housekeeping, sanitation, maintenance, and related services in guest staterooms, officer cabins, guests and teammate public areas, and associated areas are always upheld.
• Owns and monitors the Housekeeping performance through the Quality Assurance strategy and company issued standards.
• Performs daily inspections to ensure consistent cleanliness, sanitization, presentation and timely readiness of guest and teammate public areas.
• Drives the consistent use of OCEAN Hospitality and GuestView Housekeeping tools to ensure personnel deliver a truly personalized service to guests.
• Directs the day-to-day Laundry operation—including valet service, and in-service uniform and linen programs—instituting efficiencies and ensuring quality control.
• Accountable for the full spectrum of housekeeping and laundry operation, including problem resolution and all Service Excellence related guest inquiries.
• Constantly monitors guest feedback, Service Excellence platform and OBE information to identify trends that might compromise the guest experience.
• Owns the onboard Interior Design program, including preventive maintenance, material inventory, and ongoing reporting.
• Manages the Housekeeping and Laundry expenditures, ensuring operation budgets are always followed and used efficiently.
• Develops annual Capital Expenditure and Operational Budget requests within Company guidelines.
• Drives the efficient management and use of all housekeeping supplies, laundry supplies, and onboard in-service inventory for the Linen and Uniform programs.
• Partners with the Hotel Storekeeper to maintain adequate in-stock levels of housekeeping, laundry, linen and uniform items.
• Responsible for an inclusive culture, and instills our Shared Purpose, Core Values throughout the Housekeeping team.
• Promotes a positive change management environment by influencing the execution of operational initiatives.
• Mentors the Housekeeping and Laundry teams through coaching, training and ongoing development to support career progression.
• Supports teammates innovations and ideas for enhancing performance and collaborates with stakeholders throughout the development, approval, and implementation process.
• Consistently monitors engagement metrics and mentors the Housekeeping and Laundry teams to ensure teammate satisfaction.
• Effectively communicates company updates and strategies to the team using appropriate technology to disseminate information as directed.

Qualifications:

• Five+ years of progressive management experience in a leading hospitality setting with operational management experience in Housekeeping operations.
• Demonstrated leadership capabilities with proven business and organizational planning, coordination and execution.
• Quality-driven with a passion for building a guest-centric operation, delivering quality service standards,and adopting successful problem resolution and trend evaluation techniques.
• Knowledge of policies and practices involved in the Public Health and Environment.
• Ability to manage the international staff positively and productivelyby motivating, developing,and managingemployees as they work.Must possess theability to coach and counsel targeted toimprove performance, administering the disciplinary process effectively.
• Excellent command of the English language, both verbal and written.

Princess Cruises offers many benefits. This position is afforded comfortable, single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all of our teammates.

Regardless of the rank or role, we are all one Princess team. Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment according to DEI (Diversity, Equity and Inclusion) without regard to race, color, religion, sex, national origin or disability.