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The Royal Caribbean Group's Celebrity Cruises brand has an exciting career opportunity for a full time Sr. Manager, Guest Relations on the Hotel Operation's Guest Services Team reporting to the Director, Rooms Division. This is a land-based position at the Royal Caribbean Group's corporate office.
This position will work on-site in Miami, Florida
Position Summary:
The position of Sr. Manager, Guest Relations leads the Guests Relations Shipboard Teams and supports the fleet to provide Premium Elevated Experiences to every guest. The Sr. Manager, Guest Relations works across the organization, especially with Hotel Operations, IT, Security, GPS, Guest Communications, Marketing, Human Resources, and Celebrity Engagement Center Leadership with a common goal focused on delivering end-to-end experience consistently to every guest.
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The objectives of this role include building a winning shipboard Guest Relations team, understanding the operation details, analyzing data and proposing programs and processes to increase net promoter scores and reduce reoccurring operational service failures.
The Sr. Manager will drive a positive and highly productive work environment and will focus on the delivery of strategic brand initiatives to ensure Celebrity Service is delivered at all guest touch points. The position will also focus on continuous improvement and will develop industry leading, strategic processes that place Celebrity Cruises in a leading service role worldwide.
Essential Duties and Responsibilities:
- Partners with the Hotel Operations department leaders as a core group to develop strategy
resulting in improvements in all layers of the organization - Oversees the management of Celebrity Guest Relations shipboard teams to ensure that all KPIs, development needs are met/exceeded and recommendations to improve shipboard guest relations practices are implemented
- Manages the shipboard Guest Relations Teams and Guest Relations Directors, through
consistent, open, and honest communication to maximize leadership development and maintain a pro-active service recovery with a results-oriented focus on guest related matters - Partners with the Manager, Housekeeping Operations and drives the unity, one team concept and synergies within the onboard teams
- Always strives for and drives attention to detail across all points of distinction and shipboard
service delivery - Analyzes data gathered via Guest Information and liaises with operational
leaders to develop solutions for eventual challenges - Conducts ship visits to assess the onboard operation and provides guidance and
recommendations on opportunities to improve performance against Brand KPI's and to ensure compliance with the company's brand quality and operational standards. Partners with shipboard teams in implementing corrective action plans - Writes and establishes business policies, Performance Management, and Quality Systems
Policies in compliance with SQM - Ensures consistent and effective communication with the fleet on all groups business-related matters to enable a seamless shore to ship transition of group requirements and ensure they are executed to a standard that provides for an industry leading group experience
- Supports the Loyalty Program by partnering with the relevant representatives both shipboard and shoreside to drive exceptional experiences at all shipboard, guest touch points
- Uses a performance management matrix for the Guest Relations Directors and monitors
performance closely - Collaborates with the Guest Port Services team to ensure the Guest Relations Department
provides adequate and effective support on turnaround day to enhance the overall guest
boarding and departure processes - Ensures the Guest Relations area is in strict compliance with all Customs, Immigration and Coast Guard-related matters, specifically to ensure a seamless arrival and departure process of each ship in each port of call, enabling continuous performance that exceeds compliance
requirements - Maintains strong and collaborative relationships with all Hotel Directors and shoreside
counterparts to enable optimal performance and results from the shipboard Guest Relations
area on a day-to-day basis as well as participates in all new building and revitalization projects for all Guest Relations functions - Prepares and manages yearly budget/financials as well as compliance with Forbes, WAYS, SQM, USPH, Environmental Standards, Internal Audits, Safety policies for all Guest Relations functions
- Owns the guests overall Retreat experience, offering a seamless execution of luxury service that is both exceptional and memorable while continuously monitoring and implementing
innovations that will position the Retreat ahead of the luxury hospitality industry. Oversees the recruitment and development of The Retreat employees - Responsible for managing multiple cost centers of more than $2 Million
- Responsible for overseeing shipboard guest compensation holistically, minimizing post cruise complaints
- Ensures department budgets are met shipboard
- Provides support, training, and guidance to the Guest Relations Team
Qualifications, Knowledge and Skills:
- 7+ years of experience in the Hotel Operation, Guest Services, and/or Housekeeping
- Certified Hotel Operations, Certified Front Office Operations, Certified Rooms Division, or Certified Executive Housekeeping designation highly preferred
- Strong understanding of financial and accounting principles, and other complex financial models and concepts
- Advanced working knowledge of Excel, PowerPoint, and Word
- Travel requirement is 30%
- Strong business acumen and management skills
- Critical thinker, who demonstrates drive and a desire to improve processes where appropriate
- Able to build good working relationships with personnel at all levels located at the corporate offices and global offices
- Ability to apply knowledge of these to effect change within and to maximize the opportunities while finding efficiencies to increase revenue
- Must be able to present a fact-based impartial view in a situation to help find a root cause and aid in problem solving
- Act as a consultant for peers to increase their knowledge and logical reasoning as it relates to company strategic mission
- Ability to manage budgets and resources
- Excellent interpersonal skills to interact with a diverse group of co-workers and influence
- Excellent organizational skills with ability to handle multiple projects
- Takes initiative and is flexible to change
- Experience of driving service transformation and implementation of process improvements to drive service delivery and enhanced customer experience
- A highly self-motivated, proactive, and dedicated approach with the ability to inspire a diverse team
- Ability to write reports, procedural documents, business plans and presentations
- Ability to write reports which are clear and concise, outlining solutions and recommendation of actions
- Highly effective communication skills at various levels, both verbally and in writing
- Ability to speak and write in the English language and has interpretative skills for verbal, written, schematic, and/or diagrammed instructions
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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