Sr. Manager, Guest Relations

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 Celebrity Cruises brand has an exciting career opportunity for a full time Sr. Manager, Guest Relations on the Hotel Operation’s Guest Services Team reporting to the Director, Rooms Division.

 

This position will work on-site in Miami, Florida

 

Position Summary:

 

The position of Sr. Manager, Guest Relations leads the Guests Relations Shipboard Teams and supports the fleet to provide Premium Elevated Experiences to every guest.  The Sr. Manager, Guest Relations works across the organization, especially with Hotel Operations, IT, Security, GPS, Guest Communications, Marketing, Human Resources, and Celebrity Engagement Center Leadership with a common goal focused on delivering end-to-end experience consistently to every guest. 

 

The objectives of this role include building a winning shipboard Guest Relations team, understanding the operation details, analyzing data and proposing programs and processes to increase net promoter scores and reduce reoccurring operational service failures. 
 

The Sr. Manager will drive a positive and highly productive work environment and will focus on the delivery of strategic brand initiatives to ensure Celebrity Service is delivered at all guest touch points. The position will also focus on continuous improvement and will develop industry leading, strategic processes that place Celebrity Cruises in a leading service role worldwide. 
 

Essential Duties and Responsibilities:

 

• Partners with the Hotel Operations department leaders as a core group to develop strategy 
  resulting in improvements in all layers of the organization
• Oversees the management of Celebrity Guest Relations shipboard teams to ensure that all KPIs, development needs are met/exceeded and recommendations to improve shipboard guest relations practices are implemented
• Manages the shipboard Guest Relations Teams and Guest Relations Directors, through 
  consistent, open, and honest communication to maximize leadership development and maintain a pro-active service recovery with a results-oriented focus on guest related matters
• Partners with the Manager, Housekeeping Operations and drives the unity, one team concept and synergies within the onboard teams
• Always strives for and drives attention to detail across all points of distinction and shipboard 
  service delivery
• Analyzes data gathered via Guest Information and liaises with operational 
  leaders to develop solutions for eventual challenges
• Conducts ship visits to assess the onboard operation and provides guidance and 
  recommendations on opportunities to improve performance against Brand KPI's and to ensure compliance with the company's brand quality and operational standards. Partners with shipboard teams in implementing corrective action plans
• Writes and establishes business policies, Performance Management, and Quality Systems 
  Policies in compliance with SQM
• Ensures consistent and effective communication with the fleet on all groups business-related matters to enable a seamless shore to ship transition of group requirements and ensure they are executed to a standard that provides for an industry leading group experience
• Supports the Loyalty Program by partnering with the relevant representatives both shipboard and shoreside to drive exceptional experiences at all shipboard, guest touch points
• Uses a performance management matrix for the Guest Relations Directors and monitors 
  performance closely
• Collaborates with the Guest Port Services team to ensure the Guest Relations Department 
  provides adequate and effective support on turnaround day to enhance the overall guest 
  boarding and departure processes
• Ensures the Guest Relations area is in strict compliance with all Customs, Immigration and Coast Guard-related matters, specifically to ensure a seamless arrival and departure process of each ship in each port of call, enabling continuous performance that exceeds compliance 
  requirements
• Maintains strong and collaborative relationships with all Hotel Directors and shoreside 
  counterparts to enable optimal performance and results from the shipboard Guest Relations 
  area on a day-to-day basis as well as participates in all new building and revitalization projects for all Guest Relations functions
• Prepares and manages yearly budget/financials as well as compliance with Forbes, WAYS, SQM, USPH, Environmental Standards, Internal Audits, Safety