Director, Hotel Operations

Role Overview

• Ensure optimal guest vacation experience in accordance with company’s brand promise and standards
• Accountable for the overall performance of each vessel responsible for
• Manage the travelling hotel directors assigned to the DHO / Ships
• Ensures that each ship is operated safely, effectively and efficiently following brand standards related to Service Excellence, Workplace Safety, Crew Satisfaction, internal and external regulatory compliance guidelines
• Liaise closely with all corporate and operational groups to ensure that each ship is fully supported at all times
• Own the resolution, in tandem with the different departmental leaders to address shortcomings, and product delivery gaps.
• Acts as Brand ambassador ensuring company’s culture and ethics are understood, adhered to, and exhibited by all shipboard teams
• Responsible for the planning and flawless launch of Newbuild entering service
• Collaborates with all hotel functional areas and Revite/DryDock teams to ensure smooth and seamless ongoing shipboard maintenance and planning for Dry Docks
• Ensure guest experiences on Celebrity ships transitioning to or operating in EMEA and APAC markets are properly planned and executed in a culturally equitable way
• Plans the regional customization of the product along with the shoreside leadership in Food and Beverage, Shore Excursions, Entertainment, Guest Services, Onboard Revenue, Housekeeping
• Continuously tracks individual ship performance, reviews and analyzes Medallia and guest experience commentaries
• Works closely with the shipboard leadership teams to review results and trends to make necessary operational adjustments
• Generates routine updates and executive reports to shore-side leadership personnel
• Partners with Human Resources to recruit the best hospitality leaders in the industry
• Conducts periodic operational ship visits to assess guest experience and identifies areas of opportunities to improve produce offerings
• Represents hotel operations in situation management meetings and is expected to make critical decision to ensure the best possible guest experience on ships impacted by unusual or unexpected situations
• Participates in deployment planning and provides operational guidance to ensure optimal port destination guest experience
• Ensure adherence of CDC / Public Health protocols to mitigate potential spread and impact to guest experience
• Conducts annual assessments of the Hotel Director / AHD / Fleet HDs and provides coaching and guidance on leadership effectiveness
• Oversees HD’s & AHD’s selection, scheduling and ensures a proper familiarization & succession plans
• Oversees the pipeline of future hotel directors
• Manages other areas depending on assignment such as Galapagos, Expense Management, Deployment planning, Charter execution etc.
• 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 defines crew language requirements by division.

Requirements

• Ten years of experience in hospitality management preferable cruise lines, hotels, resorts.
• Five years of managerial experience as a Hotel Director or General Manager.
• Work experience with a diverse multicultural work force preferred.
• Previous exposure to worldwide operations a plus.
• Bachelor degree from a hospitality college or university.
• Shipboard experience
• Working knowledge of computers, Internet access, and the ability to navigate within a variety business related software packages and reporting.

Benefits

• Competitive compensation and benefits package
• Excellent career development opportunities