Senior Director Hotel Operations

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

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