Hotel Director Shipboard Royal Caribbean International

Position Title: Hotel Director

POSITION SUMMARY

The Hotel Director directs the Hotel operation onboard the vessel to ensure fleet, ship and divisional performance objectives are met or exceeded by performing the following essential duties and responsibilities. The Hotel operation consists of Food & Beverage, Housekeeping, Guest Services, Financial Operations, Entertainment & Guest Activities, Inventory Management, Human Resources, Information Technology Operations, and Onboard Revenue.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The hotel director represents the ROYAL Way brand standards through friendly, passionate, and committed values at all times. This consists of physical and verbal interactions with guests and fellow shipboard employees.

All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s The ROYAL Way brand standards, SQM Policies, USPH guidelines, and environmental and safety policies.

1. Plans, coordinates and controls the operation of the Hotel organization. Directs the function of all Hotel personnel through the management of division heads.
2. Recruits, motivates, and develops staff and maintains effective employee relations.
3. Ensures the highest level of guest satisfaction by providing quality guest services and amenities within corporate standards. Serves as the highest level of authority in answering guests' complaints and resolving problems. Tracks guest ratings and implements root cause analysis and feedback to promote continuous improvement.
4. Establishes and maintains effective internal communications, including regular Division Head meetings, to ensure optimum teamwork and productivity.
5. Continually encourages teamwork and cooperation between all Hotel and Marine shipboard employees. Informs the Captain and marine management team of Hotel activities.
6. Implements the business and operating budget plans to ensure people, profit, product and planet objectives are planned and executed onboard. Analyzes established goals and objectives compared to actual results and implements recommendations to achieve projected goals.
7. Monitors cash management programs and purchasing practices, including inventories and receivables. Allocates funds, authorizes expenditures, and assists in planning budgets for Divisions. Provides approval for non-standard requisitions for supplies and equipment.
8. Ensures the security and safety of guests and shipboard employees through established emergency procedures, including overseeing the Emergency Control Center function in accordance with emergency plan and Muster 2.0.
9. Establishes and maintains a prominent level of visibility and involvement throughout the vessel and in business, social and governmental communities as appropriate. Utilizes all available tools to frequently communicate with guests, crew, and shoreside management.
10. Participates with corporate office in monitoring present and future trends, practices and systems in the hospitality and cruise industries.
11. Attends meetings, training activities, courses, and all other work related activities as required.
12. Member of the Shipboard Executive Committee.
13. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS

Hiring Requirements:

• Ten or more years progressive management experience in shipboard operations or a 4- or 5-star hotel with at least five years operational experience in food and beverage, front office and/or housekeeping. Proven ability to manage all functions. Demonstrated leadership capabilities. Effective verbal and written communications skills. Exposure to international environments preferred.
• Knowledge of the principles and processes involved in business and organizational planning, coordination and execution. This includes strategic planning, resource allocation, manpower modeling, leadership techniques and production methods.
• Knowledge of the principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.
• Knowledge of policies and practices involved in the human resources function. Ability to manage the international staff in a positive and productive manner by motivating, developing and managing employees as they work. Ability to utilize and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment.
• Proficient in essential computing skills and programs, such as Microsoft Office, Fidelio, Micros, Medallia, etc.
• Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.

Language Requirements:

• Ability to speak English clearly, distinctly and cordially with guests and crew.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, management and co-workers.
• Ability to speak additional languages, such as Spanish, French or German, is preferred.

Physical Requirements:

• While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.