POSITION SUMMARY & KEY RESPONSIBILITIES
The Senior Director Hotel Operations (SDHO) is responsible for ensuring that the shipboard hotel operation delivers guest vacation experiences in accordance with Celebrity Cruises brand promise and brand standards. The role is responsible for all hotel operations onboard our river vessels.
They communicate directly with the Managing Director, their team in Basel as well as any third-party operators to ensure a seamless flow of collaboration and execution on every front. They are accountable to drive shipboard KPIs with a special focus on guest satisfaction and a frictionless experience for all guests. They will liase with others to ensure internal/external compliance, employee satisfaction, cost control and revenue growth.
The SDHO liaises closely with all corporate and operational groups to ensure that each ship is fully and always supported. They are fully accountable for the performance of each ship assigned to them. The SDHO will work closely with the shipboard leadership, Shoreside departmental groups and analysts to use data and operational feedback to constantly review results and trends to make the necessary adjustments. This person will be a vital, key element for our start up and operation in the River industry. Therefore, clear and consistent collaboration, communication, drive and flexibility are required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Guides and supports the shipboard and Basel shoreside hotel operation to deliver guest and crew experience in accordance with Celebrity Cruises brand promise and brand standards.
- Ensures that each ship is operated safely, profitably, effectively, and efficiently and meets all key targets.
- Produces weekly status and update reports, to be sent to the VP, HOPs in Miami.
- Continuously tracks individual ship performance and reviews and analyzes Medallia and Guest Experience data with the team, proposing any improvements needed. Generates routine updates and reports to appropriate to Miami shoreside and shipboard leadership personnel.
- Conducts scheduled ship visits to deliver an in-depth evaluation of the guest experience on-board and determine the success of relevant product enhancements. Overall responsibility for ensuring that guest experiences on Celebrity ships transitioning between itineraries are properly planned and executed in a culturally equitable way. Plans the regional customization of the product along with the shoreside leadership in Product Development, Food and Beverage, Shore Excursions, Entertainment, Guest Services, Onboard Revenue, Housekeeping. Works with the onboard and shoreside support to ensure all SOPs and Playbooks are executed as per plan.
- Represents Basel hotel operations in situation management/sit rep calls and is expected to make critical decision to ensure the best possible guest experience on ships impacted by unusual situations.
- Reviews and analyzes internal and external audit and inspection reports and disseminates information for follow up and continuous improvement.
- Reviews the Balanced Scorecard Performance and provides all necessary support and tools to the Hotel Director to assist them to achieve targets across all areas of the operation. Participates in deployment planning and provides operational guidance during the process. Ensures the ship follows all necessary regulatory guidelines.
- Liaises with Miami and Basel Marine Operations to ensure the SOA (Ship Overall Appearance) and maintenance programs are well managed. Works closely with the ships manager, refurbishment manager and other specialists to create a strategic plan to ensure each ship is well maintained.
- Monitors external environment and competition within the cruise industry to identify opportunities to strengthen and evolve our guests experience to ensure we maintain and enhance our competitive advantage.
HUMAN CAPITAL
- Oversees Hotel Director and key management selection and scheduling for each assigned ship and ensures a proper succession plan. Liaises with marine operations and human resources to create an effective Executive Committee.
- Conducts annual assessments of the Hotel Director/AHD and provides coaching and guidance on leadership effectiveness.
- Partners with human resources to recruit the best hospitality leaders in the industry and provides input on compensation issues to attract the best talent.
- Selects, directs, coaches and evaluates the performance of the Lead Hotel Operations responsible for providing additional hotel operational support to the fleet.
- Partners with the shipboard teams and functional support teams to recommend par level adjustments based on product customization and define crew language requirements by division.
QUALIFICATIONS
- At least fifteen years of experience in hospitality management, preferably cruise lines.
- At least five years of managerial experience as a Hotel Director or General Manager.
- Work experience with a diverse multicultural work force.
- Experience working in a matrix organization with overseas HQ preferred.
- Business fluent in English, German would be an advantage.
- Previous exposure to worldwide operations.
- Detailed understanding of (shipboard) Hotel Operations, ability to work in a fast paced environment with multiple priorities.
- Ability to handle fast paced decision making and crisis management skills. Strong analytical and problem-solving skills and strong knowledge of USPH.
- Bachelor’s degree from a hospitality college or university preferred.
- 5 years’ Shipboard experience preferred.
- Working knowledge of a variety of business related software packages such as Microsoft Word and Excel.
KNOWLEDGE AND SKILLS
- Cultivates Customer first: Demonstrates a passion for service, requiring a strong commitment to the delivery of superior customer experience. Possesses knowledge of the internal and external customers globally and understands the implications of cultural differences for service requirements. 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.
- Leads with Passion, Drive, Energy
- Supports fresh perspectives and new ideas while holding accountability for the right results. Communicates excitement and enthusiasm creating a positive working environment for the fleet.
- Acts with integrity and sets the standards for ethical behavior by promoting and modeling the principle and values that are central to RCG daily.
- Thinks and Acts Globally: Helps evaluate and ensures the execution of strategic initiatives in the global arena capitalizing on the potential of those opportunities while managing cost. Understands and respects cultural differences, working effectively with a culturally diverse environment. Possesses the necessary breath, sensitivity, and openness to attract, retain, and motivate a diverse workforce.
- Attracts and develops talent: Motivates shipboard leaders to perform their best by communicating the company’s vision, strategy and business plan, talking with shipboard leaders in an honest, open and candid way encouraging a two-way dialog listening to and addressing shipboard leader’s issues and suggestions. Actively coaches shipboard leaders.
- Proven track record of driving high performance and achieving results. Has the operational experience to assist the shipboard management team in identifying the root cause and developing the appropriate corrective action plan.
- Applies critical thinking using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
FINANCIAL/QUANTITIVE RESPONSIBILITIES
- Plays a critical role to ensure fleet and ship level financial goals are met.
- Responsible for monitoring the financial performance of the shipboard hotel department.
- Responsible for managing expenses associated with travel and ship support functions.
- Supports the ships with financial planning, onboard revenue generating opportunities, monthly forecast, and budgets projections to ensure that the ships stay within the set guidelines and reach monthly targets.
- Ensures asset control is in place and always applied.
- Holds the HD's and shipboard leadership teams accountable for expenses to include but not limited to labor, CAM cost, consumables and replaceable and all other hotel operating expenses and revenue targets.
- Responsible for formulating forecasts for shipboard operational expenses with the input from the operational department heads in Miami and Basel, any 3rd parties (ie: River Advice) and communicates with the shoreside finance team.
- Responsible for cost containment through the proper use, handling and maintenance of records, reports, supplies and equipment. Holds Operational Department heads accountable for their individual operating expenses and revenues.