Analyst, Sr. Fleet Performance

 

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 Fleet Performance Team has an exciting career opportunity for a full time Senior Analyst reporting to the Sr. Director Onboard & Ancillary Revenue

Position Summary:

The Senior Analyst of Fleet Performance is responsible for measuring key performance indicators of the hotel operations team including NPS, financial performance including onboard revenue, food cost, consumables, and replaceables. The position will closely monitor the pulse of customer satisfaction through reporting, advanced text analytics, root cause analysis and understanding the drivers of Silversea Net Promoter Score (NPS).  The role works alongside the Operational leaders in the Hotel and Marine Operations, Corporate and Shipboard, to deliver superior performance by implementing key operational management tools and analysis. Focus areas include, but are not limited to the Shipboard Bonus program, Balanced Scorecard, Guest Electronic Comment Card, KPI dashboards, reporting, and management.

 

This position will report onsite in Miami, FL

 

Essential Duties and Responsibilities:

• Develop understanding of the full range of data sources involved in reporting onboard and hotel performance including revenue, costs, guest sentiment, operational records, and others; recommend and drive evolution of these data sources to support business needs
• Develop performance reporting and analytics on the financial performance of operations including Onboard Revenue, Future cruise, Food Cost, Beverage Cost, Labor efficiency, dining room efficiency, consumables, replaceable and inventories.  
• Development and management of Silversea Guest Satisfaction electronic comment cards program.
• Develop and maintain standard and Ad-hoc Guest Satisfaction reporting to support Operation
• Conduct in depth analysis on Guest feedback; make recommendations to help achieve Net Promoter Score (NPS) & other key Guest Satisfaction metrics annual goals.
• Run Ad-hoc analysis on various parts of the operation including Food and Beverage, Entertainment, Onboard Revenue, Guest Services, Housekeeping, Accommodation Maintenance.
• Responsible for Guest Satisfaction Target setting and forecasting based on different sourcing / itinerary changes and operational improvements/efficiency. 
• Ensure accuracy of all reporting and regularly validate findings
• Proactively report findings to all stakeholders included senior leadership, and partner on action items, measuring progress
• Partnering with Hotel Directors to help understand Fleet's performance and develop action plans to improve results in support of Operations strategies. 
• Develop, implement, analyze and report monthly, quarterly & annual Shipboard Operation KPIs, thru Balanced Scorecard tool.  
• Manage Silversea Fleet Operation Bonus plan along with the Compensation team.
• Prepare Senior Leadership presentations.
• Performs other duties as required. 
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management. 

 

Qualifications, Knowledge and Skills:

• Four-year bachelor’s degree in business administration