Head of New Builds Guest Operations

Your Purpose

The Head of New Builds Guest Operations is responsible for leading the development, coordination, and execution of guest operations venues for new ship construction projects. This role focuses on team leadership, budget accountability, and driving operational performance. The Head monitors guest operations KPIs and ensures the timely delivery of venue development and the enhancement of guest satisfaction, all while adhering to budget constraints. The position facilitates seamless collaboration among stakeholders, including Hotel Operations, F&B, catering, external suppliers, Onboard Revenue, and entertainment, by managing cross-functional interactions to meet operational and brand standards.

By using strategic insights, monitoring team performance analytics, and being accountable for guest operations development, the Head of New Builds Guest Operations will build a high-performing team that ensures project success through operational readiness, innovation, and adherence to MSC’s quality and safety standards. Reporting to the SVP of Product Development and Guest Experience, this role is key to achieving project milestones and enhancing guest experience through cross-departmental collaboration and proactive problem-solving.

Your Impact

• Lead guest operations venue development for new ship construction projects, from initial strategic planning and design through final delivery and new ships development execution.
• Collaborate closely with shipyards, architects, and internal teams to ensure design, technical, and operational objectives are aligned and meet MSC’s strategic goals.
• Serve as the primary liaison between key stakeholders and the New Builds department, ensuring projects align with operational feasibility, technical requirements, and guest experience innovation.
• Lead and manage a high-performing cross-functional team to reach defined KPIs and guest satisfaction goals.
• Monitor project deliverables, budgets, and resources to keep all projects on track, leading teams to meet key milestones and KPIs.
• Conduct regular shipyard visits to audit project execution, standards compliance, and address any emerging issues.
• Ensure compliance with international regulations, safety standards, and MSC policies, coordinating regular reviews to verify standards in construction, design, operations, and guest experience.
• Provide input on the feasibility, capacity, and guest experience enablers of potential New Builds projects during evaluation and design phases.
• Collaborate with cross-functional teams to ensure timely integration of all functional areas during project development, aligning strategic objectives with technical requirements and project outcomes.
• Proactively identify and mitigate risks related to timelines, cost overruns, and technical issues to meet financial targets and avoid disruptions in the new ships' development and construction processes and guest experience delivery.
• Provide regular updates to senior leadership and cross-functional departments on New Builds project status, financial performance, schedule adherence, challenges, and departmental progress.
• Identify opportunities for process improvement within the New Builds department to optimize operational performance, with a focus on guest experience innovation, technical operations, and KPI anlysis and monitoring.
• Ensure all New Builds reflect MSC’s brand identity and core values, delivering value to guests while maximizing ROI through project efficiency and cost optimization.
• Lead efforts to enhance New Builds design by making guest experience innovation, sustainability, and operational efficiency the department's main pillars. 

Your Journey so far

• Bachelor’s Degree required or hotel director experience in a major cruise line.
• Director-level experience.
• 10+ years of experience in hotel operations within the cruise industry.
• Previous experience in shipbuilding, New Builds management, or related fields, with significant expertise in developing teams and managing large, complex technical projects.
• Strong strategic thinking, business acumen, and experience in senior leadership roles.
• Proven track record in project management with strong financial acumen, budget management, and timeline oversight.

Your Essentials

• Excellent leadership, communication, and prioritization skills, with the ability to navigate complex organizational environments. Strong negotiation, delegation, and collaboration skills.
• Exceptional interpersonal skills for managing cross-functional teams and aligning stakeholders.
• Ability to lead and manage multiple complex projects simultaneously under pressure.
• Willingness to take initiative and proactively drive results.
• Strong storytelling and presentation skills, with experience presenting to executive leadership.
• Proficient in key computer applications (Excel, PowerPoint, Outlook).
• Fluent in English; proficiency in Italian or French preferred.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!