Job Description:
Essential Functions
In order of importance
- Oversee and provide support to the shipboard operational leaders in order to deliver higher guest satisfaction as measured by NPS and higher on board profitability as measured by on board revenue hotel costs.
- Manage guest expectations for all functional teams; deal with complaints and be visible for assistance.
- Manage talent/performance management and feedback.
- Work closely with shoreside functional hotel areas (e.g., Housekeeping operations) to assure key projects and initiatives are being implemented onboard.
- Manage hotel inspection team in order to develop and prioritize the necessary repair and maintenance as well as capex plans.
- Lead the S.A.I.L initiative for hotel; hold weekly meetings; focus on goals and actions steps to ensure all functional leaders are participating.
- Lead the hotel area in safety assessments; HESS audits; etc. to ensure the team is properly trained and prepared.
Tactical Decision Making
Decisions focus on intermediate-term issues. The purpose of decisions made at this level are to help move CCL closer to reaching strategic goals. Outcomes are predictable. After a decision is made by Top Executive Leadership, the next phase is to take the needed steps to implement it. Examples are: The amount of money required to implement, which advertising agency to promote a new service or to provide an incentive plan to employees to encourage increased revenue. (Typically Directors+)
Minimum Requirements:
- Bachelor or Masters degree in Business, Hotel Management or related field.
- Must have at 10 years of operating experience. Hotel/ hospitality experience is required. Technical experience is preferred.
- Must be detail oriented with an eye for guest experience and guest satisfaction. Strong organizational and project management skills Strong Communication Skills, both written and verbal. Ability to communicate and drive resolution across multifunctional area.
- Ability to communicate effectively to Guests and Onboard teams Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
- Requires regular movement throughout CCL ships.