Senior Analyst, Guest Services Operations

This position is on – site in our Royal Caribbean Headquarters 1050–Miami

 

 

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

Position Summary:

 

The Senior Analyst, Guest Services Operations provides ongoing support to Guest Services teams across the fleet by managing ongoing updates to Guest Services SQM, SOPs, Training programs, SharePoint, Smart Sheet documents and Service Now requests for fleet. In addition, the role is responsible for assisting with onboard Specialty role management and international program providing oversight to recruiting and scheduling for International GSO, International Ambassador and Suite program roles. The Sr. Analyst Guest Services manages fleetwide Guest Services employee recognition program and procurement of quarterly prizes. This position works closely with Guest Services leadership to assist with external and internal recruiting efforts for all guest services roles. This role engages in various Guest Services operational, IT and Digital projects that may require availability for shipboard travel. The individual must have comprehensive knowledge of shipboard operations and shore side hotel operations functions to be able to work in partnership with other functional areas and to provide added value to the guest experience and the business.

 

Essential Duties and Responsibilities:

 

• Facilitates our company vision & strategy as it relates to Guest Services functions.  Responsible for monitoring and updating onboard policies and procedures, SOPs, SQM, Knowledge Desk, and Guest Services Homeport site to provide updates as required. 
• Participates in recruiting process for Guest Services employees and analyzes detailed recruiting needs based on historical trends, language needs and people analytics for all guest services roles in various itineraries.
• Participates in recruiting efforts for all internal and external Guest Services candidates with a focus on maintaining the pipeline and guiding scheduling of International Guest Services host role.
• Develops reporting to advise and/or plan strategies to gain efficiencies, improve operational capabilities, and implement Guest Services related initiatives. 
• Manages Guest Services employee recognition program and quarterly procurement of prize items.
• Liaises with L&D to develop training programs and materials. These may include but are not limited to company systems and software related to property management, Guest Log system, Digital Enhancements and reservation system.
• Monitors performance metrics through Medallia, Crew Matters dashboard, financial tables and Balanced Score card, conducts analysis and works on continuous improvement initiatives and training as needed. 
• Supports the Guest Services Managers and shipboard divisions by working very closely with the Guest Services Manager on day -to-day inquiries and support needs.