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 Royal Caribbean International brand has an exciting career opportunity for a full time Director, Global Guest Experience reporting to the AVP, Royal Caribbean International Guest Experience.
This position works on-site in Miami, Florida
Position Summary:
The Director of Global Guest Experience and Royal Celebrations has multiple responsibilities. First, the role is responsible for the overall reduction of guest complaints by analyzing data, identifying root cause, and leading initiatives to eliminate negative impact to the guest experience. To achieve these objectives, the Director effectively partners with all shipboard and land based operating groups to define clear strategies for continuous improvement and process optimization. This leader is expected to eliminate recurring issues, implement solutions, procedures, and systems to increase NPS and KPI results. This role is also responsible for the overall direction and performance of the Global Corporate Guest Relations multi-channel contact center team for the Royal Caribbean International Brand, including the oversight of the offshored team in Manila and its growth strategy. This includes working with a variety of shoreside departments, including corporate communications/marketing for social care, Field sales for support through escalated channels, and executives for escalations.
The Director of Global Guest Experience and Royal Celebrations will also oversee successful management of all aspects of the wedding and celebratory events program, and successfully lead shoreside team to deliver 1500+ weddings with continued optimization. Key understanding of managing multi-location wedding venues. Proven leader in event management, exemplary customer service with focus on delivering industry leading program. Position responsible for driving demand and overseeing twenty-eight vessels, including private destinations. Understanding of commercial operation, challenges, objectives and productivity through CRM administration. Analyze CRM data to provide insights into operation, effectiveness, and productivity of team. Formulate business strategies, forecasting capital investments and ROI’s. Streamline operational procedures and maximize revenue opportunities. Ensure successful execution of wedding events while delivering consistent net promotor scores (NPS) in accordance with company’s goal and objectives. Create brand recognition and ensure consistency and quality of operations across the Royal Caribbean fleet.
Essential Duties and Responsibilities:
Owns the analysis around onboard guest complaints, root cause analysis and action planning to develop and lead each plan for each complaint grouping in order to reduce the overall number of on-board guest complaints. Identifies and implements systems, technologies and processes which allow the on-board teams to track issues and effectively provide resolution. Continually examines existing opportunities and creates new strategies to enhance and enrich the guest vacation experience through analysis of guest feedback and other established metrics. Represents Hotel Operations for Guest Resolution related matters. Identifies opportunities and creates strategic recommendations for continuous process improvements, increased efficiencies, and cost savings Owns creating a strategy and policy to make sure guest issues are handled with a primary focus on guest satisfaction, guest retention, and creation of brand loyalty, while balancing guest and corporate needs. This role defines how the Royal Caribbean Social Care team, Executive Support, VIP, and Escalations teams address both pre and post issues for guests on behalf of our Senior Executives, as well as all Field Sales Escalations. Responsible for Global Guest Relations across markets for Royal Caribbean. Handling guest and travel partner problem resolution and retention. Channels include, social media, SeaPass account issues, American Express disputes, Wedding Disputes, VIP and Executive Correspondence, Executive Escalations, and Sales Escalations for the field sales teams. To provide consistent, timely, and actionable data and report outs at an Executive level to various departments from the information gathered via Post Cruise Guest Relations data to serve as a catalyst for brand improvements, including Hotel Operations, Sales, Marketing, Global Security, Legal, and Information Technology towards brand improvement. Drives efforts for continued global growth, guest segmentation, departmental succession planning and development of Royal Corporate Guest Relations at the supervisory and front-line level; including design and implementation of various programs aimed at motivating employees Manages and leads Shoreside and Shipboard Team to successfully deliver best in class wedding program and guest experience. Maintains a key understanding of wedding industry, functions, and training requirements. Ensures a prompt and professional responses to wedding enquiries. Tracks, analyzes and makes recommendations on business conversion statistics. Administers management of CRM system and oversees training of shoreside team. Monitors revenue operating budgets and works with the shipside and shoreside management teams to ensure that all standard operating procedures, policies, and directives are being implemented and adhered to as directed. Establishes, builds, and maintains global relationships with vendors, internally and ship support staff. Researches competitors on Wedding trends, offerings, and pricing. Ensures the company remains competitive and relevant in the marketplace. Prepares weekly and monthly reports outlining the Business on the Books for the current and following years. Liaises and maintains relationships with departments to ensure effective, efficient, and smooth running of events. Identifies cost savings and optimization opportunities. Monitors and analyzes new wedding and celebratory trends and provides guests with innovative services that embody the Royal Caribbean brand and guests. Maintains knowledge of the hospitality industry, current market trends, and economic factors; preferably within an international organization and accustomed to working with remote work group. Responsible for managing corporate cost centers across the departments owned. Manages department’s budget including FTEs, hiring to appropriate staffing levels, and related expenses to fully drive accomplishment of targeted objectives. Manages service recovery and compensation efforts to attain the balance of remaining consistent with company financial objectives while achieving complete customer satisfaction. Continuously reviews all financial exposure within the department and its impact to revenue targets. Looks for operational efficiency and cost saving opportunities to achieve financial targets while maintaining or improving the guest experience.
Qualifications, Knowledge and Skills:
Bachelor’s degree in business, Hospitality Management, or Event Management 7-10 years relevant and equivalent operational management experience in areas of brand quality, Guest experience, resolution/guest escalations, process improvement and operational excellence in the hospitality field. Minimum of five to seven years Wedding Management. Excellent problem-solving skills and drive for solving complex challenges through analyzing and process improvement. Ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from management, co-workers, guests, vendors, Shoreside and Shipboard employees. Working knowledge of CRM solutions. Demonstrable proficiency in Microsoft Office with intermediate to advanced level skill in Excel and PowerPoint. Effective communication and interpersonal skills. Ability to complete tasks on time and within budget. Innovative problem solver to help develop operations and make sound recommendations. Ability to transform both qualitative and quantitative data into actionable reports. Intermediate to advanced knowledge in event software systems, Microsoft Excel, Word, and PowerPoint are required. Fluent English Skills, other languages considered as an advantage. Flexibility and ability to travel to multiple world-wide locations (ship, vendor, and contact center locations). Ability to manage multiple tasks / priorities / and teams required. Must demonstrate high level of initiative, be self-motivated and disciplined. Must be able to work independently and function under pressure in a deadline oriented, fast paced office environment.
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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