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 Silversea Cruises brand has an exciting career opportunity for a full time Senior Manager, Rooms Division on the Hotel Operations Team reporting to the VP, Hotel Operations.

 

This position will work on-site in Miami, Florida

 

Position Summary:

 

In this role, you will need to be passionate about the guest experience and committed to the improvement of guest experience pre, during and post cruise.  You would be responsible for ensuring that our mission, vision, values, and standards of behavior are coached, validated, and demonstrated in the workplace ensuring accelerated and continuous improvement.  Additionally, you would be responsible for system-wide programs, initiatives, training, and interventions focused on ensuring that our customers' experience is consistent, seamless, and exceptional through the Rooms Division departments and enhanced communication with operational partners. You would observe the guest experience environment as well as the behaviors of staff and service providers and provide real-time coaching and education. You would provide direct feedback to management regarding implementation of process changes to achieve and sustain guest experience best practices. You would oversee both departments of Housekeeping and Guest Relations, that includes Laundry, Butler Operation, Groups/Events operational execution. You would work closely with Director Hotel Operations, supporting overall Hotel Operations strategy, financial performance, and annual operating plan. You would also work closely with other shared services teams, from New Build, Refurbishment, Supply Chain, Marine, Sales, Marketing, IT, Medical, Public Health, Safety/Security and others; supporting all projects and initiatives planning and execution from the Rooms Division aspect.

 

Essential Duties and Responsibilities:

Effectively coaches, influences, collaborates, and consults with individuals at all levels of the organization to ensure the achievement of organizational goals. Supports the development of multi-year strategies focused on profitable growth and increased guest satisfaction scores in the areas of responsibility. Presents reports to stakeholders on the progress of the departments as well as problems and solutions. Draws conclusions from research, brand performance, financial opportunity, and modeling. Performs ship and shore data analyses and process observations in key service areas within guest relations, housekeeping, and groups operations, identify improvement areas and provide recommendations/proposed action plans to leadership teams.  Provides reporting to key stakeholders regarding improvement progress. Identifies and evaluates internal and external best practices; recommends Brand wide improvements based on these evidence-based leadership practices.  Conducts engaging training classes, real-time learning labs, validation labs and meetings as needed in support of key initiatives. Partners with supply chain and hotel inventory in administering the supplying process for the ships, seasonal transitions, repositioning, and new product implementation. Measures and audits compliance with SQM, USPH, Environmental & Safety policies & standards and takes corrective action as appropriate.  In partnership with hotel scheduling and human resources, facilitates and supports the hiring, scheduling, and training for future housekeeping and laundry leaders. Leads the housekeeping shore side and shipboard team to ensure continued enhancement of onboard guest and crew experience. Establishes measurable goals for continued improvement for SOA and Housekeeping KPI’s. Leads the overall Butler operation by having all departments involved work together, closing any operational gaps, while ensuring service excellence. Leads the Guest relations shore side and shipboard teams to ensure guest satisfaction and prompt resolution to onboard issues. Establishes measurable goals for continued improvement for Ability to Resolve Issues, Guest Relations, and Retreat Operations. Works collaboratively with shore side business partners, sales, Marketing, international offices to ensure alignment and good communication practice is observed across the brand. Develops relationships with Celebrity engagement center and best practices to assure pre and post cruise guest comments are resolved, and root cause analyzed. Manages and plans all Dry Docks, Revitalizations and New Build aspect of the Housekeeping and Guest Relations Operations. Provides operational support and guidance to Galapagos Fleet. Acts as Brand ambassador displaying Leadership Values and Silversea Way and ensuring that the culture and values are understood and always displayed by Shore and Shipboard teams. Leads a team of project managers and operational experts, fostering a culture of innovation, accountability, and excellence. Ensures the professional growth and development of team members through mentorship, training, and performance feedback. Actively participates in cross-functional meetings. Initiates meetings with marine and technical departments to address and resolve quality concerns and to continuously identify improvement opportunities.  

 

Qualifications, Knowledge and Skills:

BA or BS degree in Hospitality, Business Administration or analytical related subject required. Master’s degree preferred. 7+ years of experience hotel operations, guest services, housekeeping related experience in upscale luxury hotels, resorts, or cruise lines, or as a business leader in the travel and leisure industry is required. Certified Hotel Operations, Certified Front Office Operations, Certified Rooms Division, or Certified Exec. Housekeeping designation highly preferred. Strong understanding of financial and accounting principles, and other complex financial models and concepts. Advanced working knowledge of Excel, PowerPoint and Word. Travel requirement is 30%. Required to speak English clearly and distinctly.

 

Ability to speak additional languages such as Spanish, French, German, Italian or Portuguese preferred but not essential.  

 

Must have strong business acumen and management skills.

 

Critical thinker, who demonstrates drive and a desire to improve processes where appropriate.

 

Able to build good working relationships with personnel at all levels located at the corporate offices and global offices.

 

Ability to apply knowledge of these to effect change within and to maximize the opportunities while finding efficiencies to increase revenue.

 

Must be able to present a fact-based impartial view in a situation to help find a root cause and aid in problem solving.

 

Act as a consultant for peers to increase their knowledge and logical reasoning as it relates to company strategic mission.

 

Ability to write reports which are clear and concise, outlining solutions and recommendation of actions.

 

Ability to manage housekeeping and laundry staff, oversight of related inventory supplies.

 

Excellent interpersonal skills to interact with a diverse group of co-workers and influence.

 

Excellent organizational skills with ability to handle multiple projects.

 

Takes initiative and is flexible to change.

 

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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