Senior Analyst, Guest Services Operations

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.

 

NOTE: This is a full-time in-person role based in the company’s headquarters in Miami, FL. Applicants must be available to work in Miami– Thursday, with work from home on Friday.

 

Position Summary:

The Sr. Analyst, Guest Services provides ongoing support to Guest Services teams across the fleet by managing ongoing updates to Guest Services SQM, SOPs, Training programs, SharePoint and Smart Sheet documents. In addition, the role is responsible for assisting with the onboard groups business, as it relates to Affairwhere updates, guidance for onboard programming, shipboard lounge utilization and Group Amenities.

 

This position works closely with Guest Services leadership to monitor and deliver performance and is responsible for ongoing review of people analytics and par levels too guide decisions for external and internal recruiting efforts. 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 for Guest Services.
• 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.
• Liases with L&D to develop training programs and materials of company systems and software related to property management, Guest Log system, Digital Enhancements, Group space and amenity reservations and more. 
• Assist with Guest Services newbuild procurement to ensure that all new builds will have sufficient owner supply for Guest Services and group functions.
• Monitors performance metrics through Medallia fleet-wide, providing frequent feedback to Guest Services Managers, conducts analysis and works on continuous improvement 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.
• Monitors SOPs, SQM, Knowledge Desk, and Guest Services Homeport site to provide updates as required. 
• Develops reporting to advise and/or plan strategies to gain efficiencies, improve operational capabilities, and implement Guest Services related initiatives. 
• This position will require shipboard travel and the extensive ability to manage time, projects, and related assignments on a timely manner as planned or unplanned for duties assigned.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.