Director, Brand Quality Private Destinations

 

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 Private Destinations Team has an exciting career opportunity for a full time Director, Brand Quality Private Destinations reporting to the Vice-President, Private Destinations.

 

This position will work onsite in Miami, Florida

 

Position Summary:

 

In this position, you would play a pivotal role responsible for ensuring all operations meet the highest standards of excellence, thereby delivering exceptional guest experiences. This position is tasked with developing and implementing comprehensive quality assurance strategies that align with the company's brand vision and goals. Specifically, you would focus on maintaining and improving service quality, guest satisfaction, and operational efficiency across all departments. In this capacity, you would oversee the development and execution of guest service quality control processes—such as inspections, audits, and testing—ensuring that experiences consistently exceed guest expectations. Furthermore, you would define, maintain, and enforce specific brand standards for Private Destinations and Royal Beach Clubs, ensuring adherence across all products and services.

 

Additionally, you would be responsible for equipping team members and partners with the necessary tools and knowledge to uphold brand quality. This includes standardizing communication protocols with third-party partners and establishing a brand academy of excellence to coach and train new hires and third parties. Moreover, you would analyze stakeholder feedback and quality metrics in collaboration with the Business Performance Manager to identify areas for improvement and implement corrective actions with Senior Leadership. Other responsibilities encompass preparing and presenting quality performance reports to Senior Leadership, regularly reviewing third-party partner performance, recommending new partnerships as needed, and staying updated on industry trends and best practices. Through these efforts, you would integrate innovative quality management techniques into the organization's processes, thereby ensuring ongoing excellence and continuous improvement.

 

Essential Duties and Responsibilities:

• Develop and implement comprehensive quality assurance strategies that align with the company's brand vision and goals.

 

• Ensure that all aspects of the Private Destinations and Royal Beach Club operations meet high standards of excellence and provide exceptional guest experience. Focus on maintaining and improving service quality, guest satisfaction, and operational efficiency across all departments.

 

• Support the Travel Management to develop and implement standard operating procedures (SOPs) for all departments with Department Heads to drive quality assurance and brand standards within the operation. Lead, mentor, and develop the quality assurance team, fostering a culture of continuous improvement and excellence.

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• Build and manage the team at the corporate level as well as on the ground in each of the destinations.

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• Ensure all products and services comply with industry regulations, company policies, and brand guidelines at all private destinations and Royal Beach Clubs.

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• Oversee the development and execution of guest service quality control processes, including inspections, audits, and testing.