RCI - Manager, Hotel Operations
Posted 1 week ago by Royal Caribbean Group
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Manager of Hotel Operations is tasked with enhancing product execution for Oasis Class and Icon Class vessels, ensuring adherence to standards and overseeing various operational aspects including neighborhoods and boarding processes. This role serves as a pathway to higher positions within hotel management, requiring strong leadership and relationship-building skills in a fast-paced environment. Successful candidates will demonstrate a proactive approach and a focus on problem resolution. The position demands significant operational experience and knowledge of customer service principles.
Key Responsibilities:
- Update the Hotel Director on daily cruise flow and manage gangways for arrivals and departures.
- Conduct internal reviews for annual Hotel compliance and operational audits, ensuring corrective processes are in place.
- Champion the Royal Way program and promote a culture of engagement among Hotel and Marine teams.
- Recruit, motivate, and develop staff to foster continuous growth and talent retention.
- Assist in implementing business and operating budget plans to meet KPIs and metrics.
- Review operating budgets and revenue reports, analyzing goals against actual results.
- Ensure guest and employee safety through established emergency procedures and oversee the Evacuation Control Center.
- Monitor crew drills and ensure effective training is completed.
Key Skills:
- 3+ years of operational experience in a Front of House Divisional head position.
- Ability to speak additional languages (Spanish, French, Italian, or German preferred).
- Knowledge of business and organizational planning, coordination, and execution.
- Understanding of customer service principles and quality service standards.
- Exceptional leadership and relationship-building skills.
- Proactive mindset with a focus on growth and problem resolution.
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
The Manager of Hotel Operations is responsible for maintaining and improving the product execution for the Oasis Class and Icon Class vessels and ensuring all concepts and standards are followed and monitored. The Manager of Hotel Operations is responsible to oversee all Oasis Class neighborhoods, Open Deck areas, Boarding and Departure in turnaround ports and a seamless on/off the ship operation in the various port of calls. He or she shares the overall responsibility for the execution of the OPP Plan across the Hotel shipboard organization. The Manager of Hotel Operations role is the steppingstone to the Associate Hotel Director role and eventually to the Hotel Director position. Successful Managers of Hotel Operations have demonstrated exceptional leadership skills, a strong ability to build business relationships and achieve results through others while working in a very fast paced and physically demanding environment. Other behaviors that characterize high performing Managers of Hotel operations include being self-driven, proactive, and showing a growth and a problem resolution mindset.
Qualifications: SHIPBOARD Employment type. 3 years or more years operational experience above Front of House Divisional head position with a proven ability to manage and lead. Ability to speak additional languages, such as Spanish , French , Italian or German , is preferred Knowledge of the principles and processes involved in business and organizational planning, coordination and execution. This includes strategic planning, resource allocation, manpower modeling, leadership techniques and production methods. Knowledge of the principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.
Essential duties and responsibilities:
- Updates the Hotel Director on the cruise flow daily, including manage the gangways for arrival and departure in each port of call informing the Hotel Director of ship clearance, guest off and on experience and confirming zero counts.
- Internal reviewer for all annual Hotel compliance and divisional operational audits and ensures that corrective processes are in place and reports completed for audit findings within Hotel Operations.
- Champions the Royal Way program onboard and ensures the culture is promoted throughout the ship to encourage Hotel and Marine teams are fully engaged.
- Recruit, motivate, and develop staff to encourage continuous growth and retaining and developing talent amongst all crew.
- Assists the Hotel Director in implementing the business and operating budget plans to ensure KPIs and metrics meet targets.
- Reviews operating budgets, revenue reports, analyzes established goals and objectives compared to actual results, and implements recommendations to achieve projected goals.
- Ensures the security and safety of guests and shipboard employees through established emergency procedures.
- Oversees the Evacuation Control Center (ECC) in conjunction with the Hotel Director.
- Monitors crew drills and ensures effective training is completed.