Director, Service Excellence

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 and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

The Royal Caribbean Group’s Silversea  Cruises brand has an exciting career opportunity for a full time Director, Service Excellence on the Transformation Team reporting to the VP, Head of Transformation for Silversea.

 

This position will work onsite in Miami, Florida

 

Position Summary:

 

Silversea is the preeminent cruise line for discerning guests, operating 12 ships and employ over 10,000 team members. Silversea’s small luxury ships are designed for those who delight in discovery and indulge in luxury. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas; Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. The brand has won dozen of awards for best cruise line and are looking to both maintain and improve the pre, onboard and post-cruise experience to set the standard in global hospitality.

 

The Director of Service Excellence is responsible for developing a culture of service excellence, leading the program, developing and delivering training program, communication, KPI forecasting, analytics and driving superior performance across customer touchpoints, pre cruise, onboard our ships, and post cruise driving continuous operational excellence in each area.

The Silversea Way is a brand-wide initiative committed to delivering world class service to our guests and internal customers (including employees, vendors and consultants). Our mission is to surprise and delight our guests, make every day remarkable and continually improve. Our goal is to provide a personalized, consistent and genuine experience, to every customer, every time. Delivering world class customer service will help differentiate Silversea in elevating our luxury service and hospitality standards through providing the Silversea Way experience to every guest every time and subsequently make price irrelevant.

 

The Director, Service Excellence will collaborate with consultants and leadership across the organization, ship and shore, to influence cultural change, to develop, present and implement initiatives, service standards and rewards & recognition programs. The Director will lead Silversea Way efforts and initiatives shipboard and shore-side with a goal to improve guest experience and ultimately drive positive growth in Employees and Guest NPS scores. The Director will collaborate with internal and external partners (i.e. Forbes Travel Guide, Micheline, AAA 5 Diamond etc.) to ensure all guest experiences are aligned with the Silversea Way philosophy and ahead of the competition within the Luxury Hospitality industry.  The Director of Service Excellence will oversee the design, development and implementation of curriculum content, training material, training modules and training software for all areas of Silversea Way with the ultimate role of to reaching NPS targets shipboard and across customer touchpoints pre and post cruise. The Director of Service Excellence oversees shipboard guest & crew communication and collaborates with Guest Relations, HR & Hotel and Marine Ops Leadership as well as all areas outside operations include Sales and Marketing, to execute flawlessly.

 

Essential Duties and Responsibilities:

 

• Responsible for developing Silversea’s standards, refining them, and ensuring that they are executed.

 

• Helps prepare and monitors execution of the strategy for the entire Service Excellence organization shipboard and shoreside.

 

• Analyzes performance across the guest journey including: pre cruise black car service, hotels, flights, Food and Beverage, Guest Services, Entertainment, Onboard Revenue (i.e., Spa, Casino, Shore Excursions), Housekeeping, Butlers, and Call centers and proposes solutions along with actionable items.

 

• Leads the Forbes Service Strategy and 5 stars Forbes execution program, delivery for shipboard teams with the ultimate goal of delivering Forbes 5-Star ratings for the first time in the cruise industry.

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