Director, Guest Services Operations

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.

 

Royal Caribbean Group’s Royal Caribbean International brand has an exciting career opportunity for a full-time Director, Guest Services Operations on the Hotel Operations Team reporting to the AVP, Royal Caribbean International Guest Experience.

 

This position will work onsite in Miami, Florida. This position will require international travel of up to 50% of the time.

 

 

Position Summary:

 

In this position, you would lead the Guest Services Division and would be accountable for strategy, performance optimization, personnel, compliance and training for multiple complex shipboard areas and a shoreside Royal Genie contact center. The shipboard areas include the Front Desk, Suite and Lounge operations (Concierge and Royal Genies), Print Shop, Groups Operations, Guest Departure, Guest Administration and vessel clearance, International Ambassador, and the Loyalty Ambassador program across the Royal Caribbean International fleet.  As the role touches upon so many areas of the Shipboard Guest Experience, the position spearheads initiatives and partners with other Hotel Operations leadership, Product Development, Analytics, Revenue Management, Guest Port Services, IT and Digital and Marketing. This role creates and implements strategies to enable all subdivisions of Guest Services to provide service that exceeds hospitality industry standards. You would drive growth and advocate for policies and practices that influence the Net Promoter Score, Ability to Resolve Issues score, Manager Impact score and savings in Hotel Expense financial targets. This role establishes and drives a positive and highly productive work environment and focuses on operational goals where training, leadership development and positive reinforcement are paramount. You would be the driving advocate for delivering outstanding Guest Service and possess a dynamic outgoing demeanor with a passion for leading teams in an empowering culture. This role is responsible for defining service recovery systems and strategies to ensure first contact problem resolution.  You would maintain overall accountability for meeting or exceeding all position relevant annual KPIs in Guest Satisfaction, Employee Satisfaction and Financial metrics.

 

 

Essential Duties and Responsibilities:

 

• Develops and relentlessly focuses on the key operational performance drivers related to NPS, ATRI, Guest Services Staff, Royal Way service delivery, Suite guest satisfaction, Loyalty guest satisfaction and Group guest satisfaction. Continually refines vision and strategy to evolve the Guest Services division and onboard Group Services and functions.

 

• Directs and oversees the activities, productivity and results of the traveling Fleet Guest Services Managers, Fleet Print Shop Operations Manager, Fleet Suite Experience Manager and shipboard Guest Services Managers in a manner that provides support, training and sharing of best practices. Always drives exceptional guest satisfaction and employee satisfaction results among the 1100+ active shipboard employees under 13 distinct position codes.

 

• Oversees a shoreside team of Manager Guest Services Operations, Sr. Analyst Guest Services Operations, Traveling Fleet Guest Services Managers, Lead for Group Services, Sr. Analyst Guest Services & Groups operations and a pre-cruise Royal Genie Services team in Manila to ensure our highest value guest segments have a flawless vacation experience.

 

• Creates and drives strategic initiatives through the team that will include but are not limited to the implementation of new programs to enhance and enrich the guest vacation experience; improved efficiencies in recruiting, onboarding and training; improving policy and procedures to enable rapid resolution.

 

• Ensures the Guest Services Division is in strict compliance with all Cus