Lead, Hotel Operations and Onboard Revenue Performance
Apply NowCompany: Royal Caribbean Group
Location: Miami, FL 33186
Description:
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 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 Hotel Operations Team has an exciting career opportunity for a full time Lead, Hotel Operations & Onboard Revenue Performance reporting to the AVP Hotel Ops Strategic Initiatives & Program Management
Position Summary
The Lead, Hotel Operations & Onboard Revenue Performance will spearhead guest feedback systems and performance analysis to drive improvements in guest satisfaction and operational efficiency. This role involves developing and managing performance reports, executing fleet-wide bonus programs, and providing actionable insights for revenue and guest satisfaction optimization. The Lead will collaborate with key stakeholders, including Hotel Directors and senior brand leaders, to develop data-driven action plans and support strategic initiatives. Additionally, they will manage a team and oversee performance reporting initiatives on behalf of Hotel Operations and Onboard Revenue. This position requires strong analytical skills, excellent communication abilities, and demonstrated leadership experience.
This Lead will also serve as a project manager of several operational initiatives that include seasonal readiness, ship transitions, operational excellence opportunities, and any initiative identified as an opportunity to elevate guest vacation experience. As a project manager they will be responsible to ensure collaboration and communication across various stakeholders to provide updates and status on deliverables related to the project.
Essential Duties and Responsibilities
1. Guest Insights & Feedback
Develop and manage guest feedback systems, including surveys and strategic surveys.
Conduct in-depth analysis of guest feedback to provide actionable insights and
recommendations for improvement.
Develop and management of target setting and measurement.
Train colleagues within the department on how to use the tools and systems for self-guided and on demand access to the data by all.
Work closely with the brand's consumer insights team to deliver on brand-led strategies.
2. Performance Analysis & Reporting
Develop and maintain standard and ad hoc performance reports, including executive level summaries.
Analyze operational results and identify opportunities to improve key performance
indicators (KPIs).
Oversee and manage the communication and execution of the fleet-wide bonus program
and multi-channel revenue programs valued over $10M.
3. Revenue & Operational Optimization
Provide ad-hoc analysis across various operational areas such as Food & Beverage,
Entertainment, Guest Services, and Onboard Revenue.
Support the development of annual operating and strategic plans.
Conduct performance reviews and provide actionable insights to improve revenue and
guest satisfaction.
Support operational initiatives to reduce guest complaints and drive operational
improvements.
4. Collaboration & Leadership
Partner with key internal stakeholders, Hotel Directors and senior brand leaders to
understand fleet performance and develop data-driven action plans.
Conduct regular meetings with operations leadership to discuss performance and
improvement strategies.
Manage and mentor a team of two direct reports, ensuring alignment with organizational
goals.
Convene cross-functional teams to deliver projects and support other teams' initiatives.
5. Data Management & Technical Support
Work to develop data requirements needed from the data community.
Collaborate with Finance, Data Science and the Consumer Insights teams to support key modeling aimed at improving forecasting methods and processes related to Hotel and Shipboard cost management.
6. Cost Management and Cost Forecasts
Own and develop reporting to bring visibility to cost management.
Work closely with the Brand Finance team to optimize forecasts for costs and shipboard
P&L optimization.
Lead cost saving initiative workshops throughout the Hotel Operations team.
7. Project Management
Project manage deliverables and status from various stakeholders.
Own and maintain action log and reporting for key projects.
Develop presentations on the status of key projects.
8. Consumer Insights
Work with the Consumer Insights team to design and program surveys, analyze results,
and communicate actionable insights.
Track real-time guest input to inform Hotel Operations and Onboard Revenue leadership
to improve overall guest experience.
9. Additional Responsibilities
Provide leadership support for analytics and reporting processes.
Lead new strategic initiatives for revenue driving opportunities.
Take on special projects and ad hoc tasks to drive results for the brand.
Qualifications, Knowledge and Skills
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.
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.
#LI-CG1
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 Hotel Operations Team has an exciting career opportunity for a full time Lead, Hotel Operations & Onboard Revenue Performance reporting to the AVP Hotel Ops Strategic Initiatives & Program Management
Position Summary
The Lead, Hotel Operations & Onboard Revenue Performance will spearhead guest feedback systems and performance analysis to drive improvements in guest satisfaction and operational efficiency. This role involves developing and managing performance reports, executing fleet-wide bonus programs, and providing actionable insights for revenue and guest satisfaction optimization. The Lead will collaborate with key stakeholders, including Hotel Directors and senior brand leaders, to develop data-driven action plans and support strategic initiatives. Additionally, they will manage a team and oversee performance reporting initiatives on behalf of Hotel Operations and Onboard Revenue. This position requires strong analytical skills, excellent communication abilities, and demonstrated leadership experience.
This Lead will also serve as a project manager of several operational initiatives that include seasonal readiness, ship transitions, operational excellence opportunities, and any initiative identified as an opportunity to elevate guest vacation experience. As a project manager they will be responsible to ensure collaboration and communication across various stakeholders to provide updates and status on deliverables related to the project.
Essential Duties and Responsibilities
1. Guest Insights & Feedback
Develop and manage guest feedback systems, including surveys and strategic surveys.
Conduct in-depth analysis of guest feedback to provide actionable insights and
recommendations for improvement.
Develop and management of target setting and measurement.
Train colleagues within the department on how to use the tools and systems for self-guided and on demand access to the data by all.
Work closely with the brand's consumer insights team to deliver on brand-led strategies.
2. Performance Analysis & Reporting
Develop and maintain standard and ad hoc performance reports, including executive level summaries.
Analyze operational results and identify opportunities to improve key performance
indicators (KPIs).
Oversee and manage the communication and execution of the fleet-wide bonus program
and multi-channel revenue programs valued over $10M.
3. Revenue & Operational Optimization
Provide ad-hoc analysis across various operational areas such as Food & Beverage,
Entertainment, Guest Services, and Onboard Revenue.
Support the development of annual operating and strategic plans.
Conduct performance reviews and provide actionable insights to improve revenue and
guest satisfaction.
Support operational initiatives to reduce guest complaints and drive operational
improvements.
4. Collaboration & Leadership
Partner with key internal stakeholders, Hotel Directors and senior brand leaders to
understand fleet performance and develop data-driven action plans.
Conduct regular meetings with operations leadership to discuss performance and
improvement strategies.
Manage and mentor a team of two direct reports, ensuring alignment with organizational
goals.
Convene cross-functional teams to deliver projects and support other teams' initiatives.
5. Data Management & Technical Support
Work to develop data requirements needed from the data community.
Collaborate with Finance, Data Science and the Consumer Insights teams to support key modeling aimed at improving forecasting methods and processes related to Hotel and Shipboard cost management.
6. Cost Management and Cost Forecasts
Own and develop reporting to bring visibility to cost management.
Work closely with the Brand Finance team to optimize forecasts for costs and shipboard
P&L optimization.
Lead cost saving initiative workshops throughout the Hotel Operations team.
7. Project Management
Project manage deliverables and status from various stakeholders.
Own and maintain action log and reporting for key projects.
Develop presentations on the status of key projects.
8. Consumer Insights
Work with the Consumer Insights team to design and program surveys, analyze results,
and communicate actionable insights.
Track real-time guest input to inform Hotel Operations and Onboard Revenue leadership
to improve overall guest experience.
9. Additional Responsibilities
Provide leadership support for analytics and reporting processes.
Lead new strategic initiatives for revenue driving opportunities.
Take on special projects and ad hoc tasks to drive results for the brand.
Qualifications, Knowledge and Skills
- Strong analytical mindset with the ability to perform detailed data analysis and create compelling visual representations.
- Excellent collaboration and communication skills, with experience working across various levels of an organization.
- Demonstrated leadership abilities with experience managing and mentoring direct reports.
- Knowledge of survey design methodologies and qualitative best practices.
- Detail-oriented with a commitment to accuracy and results-oriented performance.
- Ability to travel 10% of the time.
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.
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.
#LI-CG1