Director, Global Guest Experience

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, Global Guest Experience reporting to the AVP, Royal Caribbean International Guest Experience.

 

This position works on-site in Miami, Florida

 

Position Summary:

 

The Director of Global Guest Experience and Royal Celebrations has multiple responsibilities.  First, the role is responsible for the overall reduction of guest complaints by analyzing data, identifying root cause, and leading initiatives to eliminate negative impact to the guest experience. To achieve these objectives, the Director effectively partners with all shipboard and land based operating groups to define clear strategies for continuous improvement and process optimization. This leader is expected to eliminate recurring issues, implement solutions, procedures, and systems to increase NPS and KPI results. This role is also responsible for the overall direction and performance of the Global Corporate Guest Relations multi-channel contact center team for the Royal Caribbean International Brand, including the oversight of the offshored team in Manila and its growth strategy. This includes working with a variety of shoreside departments, including corporate communications/marketing for social care, Field sales for support through escalated channels, and executives for escalations.

 

The Director of Global Guest Experience and Royal Celebrations will also oversee successful management of all aspects of the wedding and celebratory events program, and successfully lead shoreside team to deliver 1500+ weddings with continued optimization. Key understanding of managing multi-location wedding venues. Proven leader in event management, exemplary customer service with focus on delivering industry leading program. Position responsible for driving demand and overseeing twenty-eight vessels, including private destinations. Understanding of commercial operation, challenges, objectives and productivity through CRM administration. Analyze CRM data to provide insights into operation, effectiveness, and productivity of team. Formulate business strategies, forecasting capital investments and ROI’s. Streamline operational procedures and maximize revenue opportunities. Ensure successful execution of wedding events while delivering consistent net promotor scores (NPS) in accordance with company’s goal and objectives. Create brand recognition and ensure consistency and quality of operations across the Royal Caribbean fleet.

 

Essential Duties and Responsibilities:

• Owns the analysis around onboard guest complaints, root cause analysis and action planning to develop and lead each plan for each complaint grouping in order to reduce the overall number of on-board guest complaints. Identifies and implements systems, technologies and processes which allow the on-board teams to track issues and effectively provide resolution.
• Continually examines existing opportunities and creates new strategies to enhance and enrich the guest vacation experience through analysis of guest feedback and other established metrics.
• Represents Hotel Operations for Guest Resolution related matters.
• Identifies opportunities and creates strategic recommendations for continuous process improvements, increased efficiencies, and cost savings
• Owns creating a strategy and policy to make sure guest issues are handled with a primary focus on guest satisfaction, guest retention, and creation of brand loyalty, while balancing guest and corporate needs. This role defines how the Royal Caribbean Social Care team, Exe