Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation.

We’re looking for an amazing Hotel Operations Director to fill this role. You’ll be responsible for the overall guest experience onboard the ships operating inside the US. As the main day to day operational contact for the shipboard Hotel General Managers the role will support and coach the onboard teams in delivering a seamless guest vacation experience. This position will collaboratively drive the shipboard teams to foster an environment of guest centricity and high-quality consistent service delivery. This role will continuously analyze guest and teammate feedback from all channels working closely with all areas of the business for continuous improvement.

Here’s a summary of what Princess is looking for in its Director, Hotel Operations, US. Is this you?

Responsibilities

• Serves as the main point of contact for the shipboard Hotel General Managers providing operational day to day support.
• Monitors and drives overall performance of the assigned ships to surpass established targets with a focus on NPS, revenue and other key guest satisfaction metrics.
• Conducts regular ship visits to ensure the product delivery and guest service standards are always met.
• Leverages Hotel Performance and other analytics reporting to proactively identify, quantify, and prioritize continuous improvement opportunities. Collaborating closely with functional leads across teams like F&B, Entertainment, GXi, Port Operations and Itinerary Planning.
• Drives a high-performing, guest and crew centric culture focused on innovation, execution, growth, and development.
• Works collaboratively with the Director, Domestic Shipboard Operations to ensure fleet alignment, creating brand guidelines, standard operational procedures, KPI’s and targets for the entire fleet
• Participates in the Itinerary planning process, ensuring that appropriate feedback is received from the vessels and future deployment issues are highlighted and addressed
• Participates in scheduling, succession planning, training, evaluation and development for all relevant shipboard personnel. Interview and approve, as well as, give recommendations to senior shoreside hotel leaders
• Career development and coaching of upcoming senior shipboard hotel leaders
• Provide guidance and direction over the strategic direction for the new concept

Requirements

• Bachelor’s degree or equivalent in business, finance or hospitality management required
• Ten years of extensive global customer services management within a hospitality environment.
• Five years of onboard cruise ship experience in a leadership position
• Strategic planner, with an innovative, hands-on, practical management approach.
• Ability to provide leadership and motivation to employees in pursuit of company goals.
• Works independently and resolves questions from shore side and shipboard management.
• Cultivates an environment whereby the shipboard management team is motivated, knowledgeable and proactive.
• Flexibility to travel on short notice for operational shipboard visits
• Previous experience at a corporate level either in the cruise industry or in shoreside structures is preferred

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• Flex Friday
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $119,900.00 to $161,800.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely

Our Culture… Stronger Together

Our highest responsibilities and top priorities are compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:
https://www.princess.com/aboutus/culture-framework/.

Princess is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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