Director, Guest Operations Leader -id-1508

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The Director of Guest Operations Leader is a pivotal leadership role responsible for ensuring the seamless execution of hotel operations across our fleet. The Director will lead a dynamic team of Hotel Directors, develop strategic initiatives and ensure operational excellence to enhance guest satisfaction and operational efficiency.

This position focuses on enhancing the guest experience through strategic leadership, operational efficiency, and effective communication between shipboard and shoreside teams. As a key leader, with influence on both shipboard and shore side teams, the Director of Guest Operations Leader must demonstrate proper leadership principles by always adhering to the Corporate Vision Statement, Culture Essentials and Values.

Essential Functions:

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  • Develop and execute strategic plans to enhance hotel operations efficiency and guest experiences. Ensure integration of all shipboard operations to ensure delivery of brand expectations.
  • Supervise and mentor onboard Hotel Directors, providing guidance and support to ensure exceptional service delivery. Foster a culture of excellence, teamwork, and continuous improvement among the hotel operations team. Conduct regular performance evaluations and provide constructive feedback to Hotel Directors.
  • Develop and execute crisis management plans to handle emergencies and operational disruptions effectively. Serve as the primary point of contact for the hotel director as well as senior leadership shipboard and shoreside on all issues impacting the vessel, such as itinerary changes, maintenance issues, security concerns, guest experience, ensuring timely and satisfactory resolutions.
  • Collaborate with shoreside departments, including guest services, marine operations, new builds, F&B, marketing, and environmental, to ensure alignment and consistency in service delivery. Develop and implement standardized operating procedures and policies for hotel operations, ensuring compliance and quality across the fleet. Lead the cross-departmental operational ship visits, which include shipboard strategic planning, hotel maintenance planning, leadership development and crew engagement.
  • Develop and implement with onboard leaders as well as the functional leaders shore side continual improvement procedures to support scalability of growth with focus on increased efficiency, accuracy, and cost effectiveness as well as enhancing the guest experience. Monitor and analyze key performance indicators to identify areas for improvement and drive operational efficiency.
  • Develop and implement the fleet commerce plan in collaboration with the onboard revenue leadership time shore side. Review ship revenue and expense performance and support adjustments as needed to drive improvement. Ensure all departments follow the plan and propose adjustments to ensure each area maximizes revenue while adhering to CCL’s guest satisfaction promise.
  • Develop, manage, and oversee the hotel operations budget with the shore side leadership team (Technical Ops/Hotel Maintenance), ensuring financial targets are met while maintaining high service standards. Monitor expenditures, identify cost-saving opportunities, and implement budget control measures. Work with the onboard senior leadership to identify projects (both preventative maintenance and reactive), populate the hotel maintenance grids quarterly and present annual requests. Prepare financial reports and forecasts, providing insights and recommendations to senior leadership.
  • In addition to the above responsibilities, you will be assigned one or two of the core functions as follows:
    • Sail Program: Lead the SAIL process for all departments to ensure a seamless implementation and on-going operation: Meet with all functional leaders annually to develop the Goals, Action Steps and SAIL Charts, work with the team to populate the data appropriately, cooperate with the IT team to ensure the SAIL portal is updated, train the hotel directors and functional leaders on the SAIL portal and ensure SAIL progress is discussed during the weekly GOL meetings.
    • People Development: Lead the talent development for all Hotel Directors and Director of Guest Operations (Excel Class): Mentor, coach and conduct annual performance reviews. Build new-hire training programs for all new HD trainees, track progress and monitor feedback. Spearhead the implementation of outside leadership offerings, such as 360 development plans for current Hotel Directors and Cornell Executive Leadership for new hires.
    • Dry Docks: Lead the hotel function for all dry docks. Partner with respective departments to raise the dry dock standards through collaborative feedback. Participate in pre-dry dock calls with the TOD and TOM and participate in the dry dock to support the return to service. Connect the project leads on unfinished / pending projects with timelines for completion. Follow up with the DDPMO on lessons learned and areas for improvement.
    • Private Destinations: Lead the comprehensive strategic plan from a shipboard perspective for private destinations to ensure a seamless experience for guests. Outline the key objectives, initiatives and performance metrics related to private destinations. Work with the corporate destination team to highlight ship concerns/issues and serve as the point person for follow up.
    • Australia Hotel Lead: Lead the Australia shoreside team on shipboard support required to maintain operational excellence as well as execute crisis management for the Australia fleet. Serve as the point person/lead for all emergencies and operations disruptions. Notify the FOC and/or corporate communications on any pending issues or possible disruptions. Serve as the lead for the hotel directors in Australia, serving as their mentor and coach with the support of the People Development GOL. Conduct regular performance evaluations and provide constructive feedback to Hotel Directors.
    • Water Shuttle Process: Collaborate with the port operations team to ensure a seamless water shuttle process in CCL’s water shuttle ports and ensure the shipboard operations teams are following the proper SOPs for seamless embark/debark.
    • Groups & Charters: Own the groups and charters matrix to ensure there are no conflicts on ships. Create awareness with the groups, charters and casino team teams to ensure compliance.
    • Hotel Director Schedule: Create the HD schedule and notify the HDs of any changes or upcoming ships.
    • Cabin Support Management: Support the cabin support management team to ensure optimization of guest staterooms and revenue.
  • Serve as the primary liaison between onboard hotel operations and shoreside departments, facilitating effective communication and coordination. Ensure that shoreside support and resources are aligned with the needs of onboard hotel operations and the highest level of service possible is achieved.

Qualifications: 

  • Bachelor’s Degree in hospitality, hotel operations, business management engineering
  • 10+ years of experience. At least 5+ years as Hotel Director onboard a cruise ship or at a land-based hotel or equivalent experience.

Knowledge, Skills and Abilities:

  • Knowledge of HESS Database
  • Strong leadership skills with a track record of managing high-performing teams and driving results
  • Strong business acumen with experience in strategic planning, financial management, and revenue generation.
  • Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate a diverse team.
  • Demonstrated commitment to environmental sustainability and corporate social responsibility.
  • Proficiency in Microsoft Office suite and relevant industry software applications.
  • Organizational skills to coordinate action plans and implement actionable strategies.
  • Ability to clearly communicate complex analysis to varying management levels using a simple and understandable approach
  • Analytical mindset with proficiency in data analysis and KPI-driven decision-making.

Director, Guest Operations Leader -id-1508

Microsoft
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