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.

 

The Royal Caribbean Group has an exciting career opportunity for a full time Manager, Special Events on Royal Caribbean International’s Hotel Operations Team reporting to the Senior Director, Casino Marketing.

 

This position will work onsite in Miami, Florida

 

Position Summary:

 

The Special Events Manager is responsible for the planning, executing, and postproduction analysis for Royal Caribbean Group’s Casino Marketing business segment events. The role involves a wide range of responsibilities to ensure that event projects are completed successfully, on time, within budget and to proforma. This role is responsible for sourcing, executing, and managing global casino initiatives to maximize net revenues and maintain a continuous operational workflow.  In this role, it is the responsibility to manage key projects, shipboard and shoreside, from inception to execution. The primary focus of this position is to oversee the management of the casino event calendar, conceptual programming and processes that are integral to the various business segments.  The success of this role will be measured by the achievement of Net Revenue targets, VIP guest satisfaction, NPS scoring, and the engagement and efficiency of shipboard and shoreside teams. 

 

Essential Duties and Responsibilities:

Serves as key relationship manager for all casino marketing, partnerships and industry events, establishing creative direction for all projects. Identifies strategic opportunities to drive and improve revenue growth while displaying creativity and development of unique to brand special events and onboard marketing. Responsible for the creation, development, implementation, execution and management of events for Royal Caribbean Group’s Casino Marketing. Partners with the Casino Analytics and Casino Marketing Creative teams on Events Calendar and completion of Campaign Request Forms (CRF) supporting Direct/Email invites, guest communications and onboard advertising and collaterals. In tandem with Marketing, generates and ensures consistent brand standard image for guest-contact casino Special Events materials and events including the Cruise Compass, television/electronic media, direct-to-stateroom mail, signage, and point-of-purchase displays.  Establishes, builds, and maintains strong global relationships with department heads, onboard teams, shoreside teams, suppliers, and vendors. Collaborates with internal departments including, but not limited to, Hotel Operations, Food and Beverage, Entertainment, Procurement etc. by providing direction on event needs. Interfaces with all department heads to ensure timely development of creative materials for all plans, produce and maintain an on-going schedule of casino events and onboard marketing. Liaises with Call Centers, Casino Business Segments, Operations and Onboard Teams to ensure consistent communication flow regarding new initiatives, business rules, technological developments. Sources and negotiates with external vendors on, including but not limited to, promotional materials and shipments, vendor set up, invoicing and payment. Manages the day-to-day execution of casino event programming to ensure an optimal workflow. Develops relationships to better understand needs and wants of casino guests. When appropriate, personally manages customer issues and escalations. Manages event budgets to ensure cost-efficiency while producing high-quality events. Leads the development of pre/post forma initiatives to better leverage existing information and measure performance. Actions Medallia and NPS results to effectively manage cruise processes related to a seamless casino guest journey experience. Manages and oversees the professional development of creative team members.  Coordinates and manages team member support and travel for shoreside and shipboard events. Develops and updates existing SOPs to ensure compliance with company policies and compliance standards are met. Represents Casino Marketing at industry events and meetings. Sets projected revenue event requirements and meets and exceeds revenue targets, while keeping event within budget.

 

Qualifications, Knowledge and Skills:

Bachelor's degree recommended, MBA preferred, in a relevant field of study; or equivalent experience with 8+ in management role. Three (3) to five (5) years of Special Events or related experience required in gaming, leisure or hospitality industry.  Previous experience with casino events at a major resort / casino preferred. Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience. Ability and willingness to travel, domestic and internationally, to support events, on ships and shoreside property events. Length of travel may vary and is dependent upon events. Established success and advanced proficiency in the core competencies. Knowledge of Event Marketing and Guest Service techniques.

 

Must have the ability to storyboard and translate ideas for event development.

 

Must be creative, enthusiastic, and always willing to go above and beyond what is expected to exceed guest expectations. 

 

Excellent design, copywriting, editing, proofreading, and project coordination skills. 

 

Knowledge of the principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques.

 

Meticulous attention to detail; clear and concise communication, commitment to producing quality product; deadline conscious. 

 

Ability to drive multiple initiatives simultaneously and sustain movement to completion.

 

Demonstrated leadership and decision-making capabilities.

 

Effective verbal and written communications skills, using grammatically correct English, and present extensive and complicated procedures.

 

Manage an international staff in a positive and productive manner by inspiration and motivating, developing and managing team members as they work.

 

Must be able to understand and interpret written procedures, give and receive instructions in written and verbal forms, effectively present information, and respond to questions from guests, supervisors, and co-workers. 

 

Ability to utilize and administer the disciplinary action process, in conjunction with human resources, through coaching and counseling to improve performance.

 

Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, PowerPoint, database software or related programs.

 

Must have demonstrated tenacity and the ability to promote a strong, unified, collaborative team environment. 

 

Ability to quickly learn and maintain knowledge in shipboard operations, procedures, and services. 

 

Must have detailed software experience in Mac and Windows applications, and the ability to navigate within a variety of software packages Adobe, Microsoft Office or related programs with the aptitude to learn new software and systems quickly.

 

Ability to compile, analyze and manage the financial aspects of a casino operation, including the successful identification of expense reduction through cost efficiencies and revenue growth.

 

Ability to create event Pre and Post Formas for casino Special Events

 

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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