Position Summary & Key Responsibilities
The Senior Director Hotel Operations (SDHO) is responsible for ensuring that the shipboard hotel operation delivers guest vacation experiences in alignment with Celebrity Cruises' brand promise and standards. This role oversees all hotel operations aboard our river vessels and serves as a vital link between the Managing Director, the team in Basel, and third-party operators to facilitate seamless collaboration and execution.
The SDHO is accountable for driving shipboard KPIs, particularly focusing on guest satisfaction and delivering a frictionless overall experience. They collaborate with various stakeholders to ensure compliance, employee satisfaction, cost control, and revenue growth while maintaining a close relationship with all corporate and operational groups for comprehensive support of each ship assigned.
This position is crucial for our entry into the River industry, requiring clear communication, consistent collaboration, strong motivation, and adaptability.
Essential Duties and Responsibilities
- Guide and support shipboard and Basel shoreside hotel operations to enhance guest and crew experiences in alignment with Celebrity Cruises brand promise and standards.
- Ensure that each ship operates safely, profitably, and efficiently, while meeting all key targets.
- Produce weekly status and update reports for the VP, HOPs in Miami.
- Continuously monitor individual ship performance, review Medallia and Guest Experience data, and propose necessary improvements, with routine updates communicated to shoreside and shipboard leadership.
- Conduct scheduled ship visits to evaluate guest experiences and determine the success of product enhancements. Oversee planning and execution of guest experiences during itinerary transitions in collaboration with shoreside leadership.
- Represent Basel hotel operations during situation management calls, making critical decisions to optimize guest experiences in unusual situations.
- Review and analyze audit and inspection reports, promoting continuous improvement through effective dissemination of findings.
- Analyze Balanced Scorecard performance, providing necessary support and tools to help the Hotel Director achieve operational targets while ensuring compliance with regulatory guidelines.
- Liaise with Miami and Basel Marine Operations to manage SOA (Ship Overall Appearance) and maintenance programs effectively and strategically.
- Monitor the external environment and competitive landscape of the cruise industry to capitalize on opportunities that enhance guest experiences.
Human Capital
- Oversee selection and scheduling of Hotel Directors and key management for each assigned ship, ensuring effective succession planning.
- Conduct annual assessments of Hotel Directors/AHDs, providing coaching and guidance on leadership effectiveness.
- Collaborate with human resources to recruit top hospitality leaders and address compensation issues to attract the best talent.
- Select, direct, coach, and evaluate the performance of Lead Hotel Operations, who provide additional support to the fleet.
- Work with shipboard teams and functional support teams to adjust par levels based on product customization and define crew language requirements per division.
Qualifications
- A minimum of fifteen years of experience in hospitality management, preferably within cruise lines.
- At least five years in a managerial role as a Hotel Director or General Manager.
- Experience working with diverse, multicultural workforces.
- Preferred experience in a matrix organization with an overseas headquarters.
- Business fluency in English; knowledge of German is a plus.
- Familiarity with global operations.
- Deep understanding of shipboard hotel operations and ability to multitask in a fast-paced environment.
- Strong analytical, problem-solving, and crisis management skills, with knowledge of USPH standards.
- A bachelor's degree from a hospitality college or university is preferred.
- Shipboard experience is preferred.
- Proficiency with business-related software, including Microsoft Word and Excel.
Knowledge and Skills
- Cultivates a customer-first approach, demonstrating a passion for service and a commitment to delivering superior experiences.
- Leads with passion, energy, and integrity while promoting ethical behavior within the team.
- Utilizes global thinking to evaluate and execute strategic initiatives while respecting cultural differences.
- Attracts and develops talent, motivating shipboard leaders by maintaining open communication and encouraging feedback.
- Proven track record of driving high performance and effective problem identification and resolution.
- Employs critical thinking to evaluate various solutions and their implications effectively.
Financial/Quantitative Responsibilities
- Play a critical role in meeting fleet and ship-level financial goals.
- Monitor the financial performance of the shipboard hotel department.
- Manage expenses related to travel and ship support functions.
- Assist ships with financial planning and ensure adherence to monthly targets.
- Ensure effective asset control is consistently applied.
- Hold Hotel Directors and shipboard leadership accountable for overall expenses and revenue targets.
- Formulate forecasts for shipboard operational expenses in collaboration with the shoreside finance team.
- Ensure cost containment through careful management of records, supplies, and equipment.
Apply online using the form below. Only applications matching the job profile will be considered.