Manager, Hospitality

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

 

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Celebrity Cruises has an exciting career opportunity for a full time Manager, Hospitality reporting to the Senior Director, Hospitality.

 

Position Summary

 

Our brand-wide culture initiative, The Celebrity Way, elevates everything we do, for our guests, and each other. This includes not only our onboard guests, but our internal guests (or employees, vendors, and consultants), in order to create raving fans or loyal guests by providing them with a memorable and exceptional experience going above and beyond their expectations. Our program anchors of Consistent, Elevated, Hospitality, help us create a culture of excellence and a healthy obsession with delivering anticipatory +1 gestures (unexpected gestures).

 

Ultimately, The Celebrity Way aims to become the gold standard in the hospitality industry. As the Manager of Hospitality, this role oversees the brand-wide understanding of the guiding principles of this initiative through Our Vision: Create a culture of excellence and a healthy obsession with delivering exceptional experience, going above and beyond expectations to create raving fans (or loyal guests and advocates) [Our WHY]. Our Mission: The Celebrity Way elevates everything we do, for our guests, and for each other [WHAT]. Our Anchors: Consistent (Brand) | Elevated (Service) | Hospitality (Behaviors) [HOW].

 

As Manager, Hospitality, the goal is to provide a consistent, elevated, hospitality experience by delivering world class customer service to help differentiate Celebrity Cruises through providing luxury experiences consistently. The position’s main focuses will be to develop and implement curriculum content, create training materials and tools, and support all areas of The Celebrity Way. This role will support, create, and distribute effective onboard communications regarding our culture and values in our brand voice for any operational needs with the Manager’s direct report, the Lead Hospitality.

 

The position supports the Senior Director, Hospitality, with any and all initiatives related to The Celebrity Way. One such initiative being the shipboard and shoreside ‘WayFinders’ Programming, aimed to create sustainability, momentum, and consistent program growth and expansion throughout the brand.

 

The position will work with external consulting companies and leadership across the organization to implement learning initiatives, service standards and rewards & recognition programs both onboard and shoreside. The position supports The Celebrity Way efforts and initiatives with a goal to improve guest and internal guest experience and ultimately drive positive growth in employee satisfaction, guest NPS scores, and external service ratings.