Manager, Hospitality

This position is on – site in our Royal Caribbean Headquarters 1050

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.

Celebrity Cruises has an exciting career opportunity for a full time Manager, Hospitality reporting to the Senior Director, Hospitality.

Position Summary

Our brand-wide culture initiative, The Celebrity Way, elevates everything we do, for our guests, and each other. This includes not only our onboard guests, but our internal guests (or employees, vendors, and consultants), in order to create raving fans or loyal guests by providing them with a memorable and exceptional experience going above and beyond their expectations. Our program anchors of Consistent, Elevated, Hospitality, help us create a culture of excellence and a healthy obsession with delivering anticipatory +1 gestures (unexpected gestures).

Ultimately, The Celebrity Way aims to become the gold standard in the hospitality industry. As the Manager of Hospitality, this role oversees the brand-wide understanding of the guiding principles of this initiative through Our Vision: Create a culture of excellence and a healthy obsession with delivering exceptional experience, going above and beyond expectations to create raving fans (or loyal guests and advocates) [Our WHY]. Our Mission: The Celebrity Way elevates everything we do, for our guests, and for each other [WHAT]. Our Anchors: Consistent (Brand) hiringnearme.org Elevated (Service) hiringnearme.org Hospitality (Behaviors) [HOW].

As Manager, Hospitality, the goal is to provide a consistent, elevated, hospitality experience by delivering world class customer service to help differentiate Celebrity Cruises through providing luxury experiences consistently. The position’s main focuses will be to develop and implement curriculum content, create training materials and tools, and support all areas of The Celebrity Way. This role will support, create, and distribute effective onboard communications regarding our culture and values in our brand voice for any operational needs with the Manager’s direct report, the Lead Hospitality.

The position supports the Senior Director, Hospitality, with any and all initiatives related to The Celebrity Way. One such initiative being the shipboard and shoreside ‘WayFinders’ Programming, aimed to create sustainability, momentum, and consistent program growth and expansion throughout the brand.

The position will work with external consulting companies and leadership across the organization to implement learning initiatives, service standards and rewards & recognition programs both onboard and shoreside. The position supports The Celebrity Way efforts and initiatives with a goal to improve guest and internal guest experience and ultimately drive positive growth in employee satisfaction, guest NPS scores, and external service ratings.

The Manager, Hospitality is not only passionate about delivering great guest and employee experiences, but enthusiastically lives our mission, standards and culture within every interaction, and coaches these same behaviors among the workplace ensuring accelerated and continuous improvement through the lens of our values. Additionally, the Manager helps oversee system-wide programs, initiatives, training and interventions focused on ensuring that our customers receive consistent, seamlessly elevated, and exceptional hospitality experiences through enhanced communication with operational partners. The Manager helps observe the guest experience environment as well as the behaviors of staff and leaders providing real-time coaching and education, leading to implementation of process changes to achieve and sustain best practices.

Essential Duties and Responsibilities

• Lives, behaves, and leads with The Celebrity Way front of mind, ensuring that the culture and ethics of the brand are understood and displayed at all times by Shore and Shipboard teams.
• Supports the Senior Director, Hospitality, with the implementation of any new The Celebrity Way initiatives. Helps develop, implement, and drive marketing strategies aligned with The Celebrity Way including brand newsletters, knowledge channels, content/visuals, any other materials, videos, etc.
• Ensures meeting or exceeding all KPI’s while improving performance, utilizing customer feedback, and identifying trends/opportunities to improve the guest experience.
• Effectively coaches, influences, collaborates and consults with individuals at all levels of the organization to ensure the achievement of organizational goals.
• Analyzes ship and shore data and process observations in key service areas within hotel operations. Identifies improvement areas and provides recommendations/proposed action plans to leadership teams.
• In collaboration with the Human Resources department, drives employee experience, orients new leaders to the Culture of Excellence standards, and validates new leader competency on going. Works collaboratively with shipboard and shoreside business partners, sales, marketing, and international offices to ensure alignment with clear communication is observed across the brand.
• Works with HR teams and various operational leaders (ship and shore) to ensure the rewards and recognition programs are aligned with the business needs and drive the right behavior onboard. Shoreside, works with all Senior operational leaders to ensure the recognition materials and employee programming is in place and being utilized.
• Identifies and evaluates internal and external best practices; recommends brand wide improvements based on these evidence-based leadership practices all through the lens of our values.
• Manages partnerships that enhance and/or improve our service and product offerings with associations like Forbes Travel Guide, Clef D’or, Butler Training programs, etc. to continuously push the boundary of what premium cruising looks like to the luxury guest.
• Partners with outside vendors (such as Cyberdyme, our VR Training initiative) to push training technology to a whole new industry-changing level to more effectively get new (and new-to-role) employees familiar with role knowledge and standards execution, with higher engagement/retention learning.
• Drives Forbes Travel Guide Cruise Ratings/Quality Assessments Data and Analytics to ensure standards adherence across the guest experience – from reservations to shipboard and post cruise reviews.
• Supports the WayFinders programming through new and exciting initiatives, tracks and logs all findings– escalates any feedback to the appropriate shipboard or shoreside leader. Ensures leaders and WayFinders prioritize key goals of the program including the right people in the right place (culture activists), maintaining a motivated and healthy internal service culture onboard with consistency in practicing The Celebrity Way standards with guests as well as with internal guests (crew).
• Executes sustainability practices to promote continuous service and hospitality improvement through data analyses, best practices, and cross departmental collaboration within the operations and various shoreside teams and stakeholders.
• Manages the design, expansion and implementation of curriculum content, training material, training modules and training software for all areas of hospitality. This includes Forbes Service trainings, the Self-Assessment platform results, Elevation Planning for the shipboard teams, and measuring effectiveness of training programs through specific metrics tied to various initiatives.
• Creates content supporting monthly service focuses, leadership value focuses, on-the-job development/resources, internal training, external vendors, e-learning, experiential learning, and new hire onboard support. Continuously looks to improve internal and external customer service and partners with HR and L&D to find new, effective learning strategies.
• Provides hospitality standards, culture support, and guidance to the Celebrity Flora in the Galapagos as an elevated, luxury product within our organization.
• This position may need to travel up to 30% of the time.
• 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 other job-related duties assigned by their supervisor or management.

Financial Responsibilities

• Manages budget for training activities and materials

Qualifications

• Bachelor’s degree (B.A.), in Adult Training, Hospitality or other related field, 5+ years related experience or equivalent combination of education and direct industry experience.
• Previous hospitality or travel industry experience required; onboard operations experience is a plus.

Knowledge And Skills

• Website and online tutorial design and development skills.
• Knowledge of in role and scenario-based instructional course development.
• Development of self-taught and instructor led high-tech product end-user and technical personnel training from the initial analysis and design through evaluation and revision after delivery.
• Accepts accountability, welcomes feedback, and manages individual and project team execution to deliver positive results.
• Strong people skills, positive, effectively builds relationships and encourages collaboration to produce positive results. Embraces change and positively influences others to welcome change.
• Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy-to-understand documents (e.g. Word, Excel, MS PowerPoint).
• Able to present effectively to small and large audiences.

Physical Demands

While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 25-35 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices. A high noise level is possible if visiting shipboard or offsite locations.

We know there’s a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We’ll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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