Manager, Onboard Revenue

Job Description

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

The Manager, Onboard Revenue is primarily responsible for the day-to-day strategic oversight of the Spa, Art, and Celebrations (Weddings, Renewal of Vows, Florals, and In-Stateroom Décor) business divisions for both the Holland America Line and Seabourn fleets, in conjunction with respective commercial partners where applicable. This role builds an intrinsic understanding of business performance by department and leverages data analytics platforms and revenue reporting systems to make informed recommendations to the Director, Onboard Revenue, while also providing forecasted revenue figures to support annual and ongoing planning submissions. The Manager drives business initiatives to meet or exceed forecasted revenues and guest satisfaction scores and serves as the primary shore-side liaison for vendor governance, operational standards, and cross-functional collaboration across fleet and shoreside teams.

Here's a summary of what Holland America Line is looking for. Is this you?

Responsibilities :

Program Oversight, Commercial Partner Management & VIP Cruise Programs

• Serve as the day-to-day shore-side lead for the Spa, Art, and Celebrations programs across the HAL and SBN fleets, managing relationships with respective commercial partners where applicable.

• Ensure program delivery aligns with brand standards, guest experience expectations, and contractual obligations.

• Oversee vendor SLA compliance, coordinate business review meetings, and lead escalation resolution across program verticals.

• Partner with Procurement and Legal on contract renewals, amendments, and RFP processes.

• Strategize and maximize revenue opportunities for VIP cruises and elevated guest experience programs across Spa, Art, and Celebrations; may include traveling to co-host select sailings as a brand representative, coordinating with commercial partners and shipboard leadership to ensure seamless execution and exceptional guest outcomes.

Revenue Analytics & Performance Reporting

• Analyze monthly revenue and guest satisfaction data across Spa, Art, and Celebrations programs using business intelligence tools including Snowflake and associated reporting platforms.

• Develop and maintain recurring performance dashboards and reporting packages; identify trends, variances, and causal factors with actionable recommendations.

• Contribute to the monthly OBR PowerPoint presentation to Executive Leadership, including data visualizations, performance narratives, and forward-looking commentary.

• Provide forecasted revenue figures to support annual Plan submissions and ongoing forecast updates.

Business Initiative Strategy & Forecasting

• Strategize and lead business initiatives by department, modeling projected revenue lift from inception through execution and continuous monitoring.

• Develop business cases for new concepts, promotional programs, and operational improvements, incorporating financial modeling and ROI analysis.

• Partner with Finance and Revenue Management to align departmental forecasts with fleet-wide planning cycles and corporate targets.

Capex, Drydock & Lifecycle Management

• Oversee coordination of Capex requests, lifecycle replacement planning, and drydock project lists for onboard revenue outlets under purview.

• Maintain awareness of ongoing repair and maintenance needs and ADA compliance requirements across Spa, Art, and Celebrations spaces.

• Collaborate with Fleet Operations and Technical teams to prioritize and execute shipboard capital projects on schedule and within budget.

Digital Merchandising, Guest Communication & Pre-Cruise Sales

• Periodically review and optimize online merchandising across primary and secondary booking flows for Spa, Art, and Celebrations.

• Collaborate with Digital, Marketing, and Creative Services to develop OBR materials supporting guest communication and pre-cruise sales strategies.

• Leverage data insights to evaluate channel effectiveness and recommend adjustments to pre-cruise conversion tactics.

Knowledge & Skills:

• Scope: This role operates at a manager level with fleet-wide responsibility spanning both the Holland America Line and Seabourn fleets. The position has direct impact on shore-side strategy and onboard execution for three major concession verticals - Spa, Art, and Celebrations - and requires active collaboration with both shoreside and shipboard personnel. The scope encompasses vendor oversight, financial accountability, digital merchandising, capital project coordination, and cross-functional partnerships across departments including Finance, Fleet Operations, Digital, Marketing, and Creative Services.

• Problem Solving: The role requires sophisticated analytical thinking to diagnose performance gaps across geographically dispersed fleet operations, interpret revenue and satisfaction data from multiple sources, and develop solutions that balance vendor, brand, and guest experience objectives simultaneously. The manager must exercise independent judgment in navigating complex, multi-stakeholder situations - including vendor disputes, operational disruptions, and shifting business priorities - often with limited precedent and compressed timelines.

• Impact: This role directly influences onboard revenue contribution from three significant business divisions across a combined fleet. Analytical outputs, vendor governance decisions, and strategic recommendations made in this role affect guest satisfaction scores, annual budget attainment, and multi-year program direction for both HAL and SBN brands. The role's engagement with Executive Leadership reporting elevates its visibility and impact on senior decision-making.

• Leadership: The manager must be a self-starter capable of working independently while demonstrating strong cross-functional influence without direct authority. This role requires the ability to align diverse internal teams and external vendor partners around shared goals, manage multiple concurrent projects and stakeholders, and maintain clear, proactive communication with OBR leadership on changing priorities. Polished personal presentation - representative of a premium cruise line and its business partners - is required both online and in person.

Requirements

• Bachelor's Degree required; discipline in Business, Sales, Marketing, Travel, or Hospitality preferred

• Master's Degree or MBA preferred but not required

• Knowledge of cruise line operations and/or shipboard revenue operations preferred.

• Relevant professional certifications in revenue management, project management, or hospitality a plus

• Minimum 5 years of management experience overseeing revenue generation, ideally within the cruise or hospitality industry

• Demonstrated ability to analyze data, utilize resources appropriately, and effectively report on results in written and oral formats

• Proven experience managing third-party commercial partners and vendor relationships with accountability for performance outcomes

• Experience contributing to annual planning, forecasting, and budget processes

• Proven success overseeing multiple concurrent projects and stakeholders across cross-functional teams

• Experience with Capex coordination, drydock project planning, or lifecycle management in a hospitality or fleet environment a plus

• Prior exposure to Spa, Art, or Celebrations program management in a shipboard or luxury hospitality context a significant advantage

• Excellent interpersonal and collaboration skills; able to work effectively with shipboard and shoreside leadership and key stakeholders

Travel: Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as "in-office." As an in-office role, it requires employees to work from Holland America Line's office in Miami, FL Monday through Thursday each week.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family

• Health Benefits

• 401(k)

• Employee Stock Purchase Plan

• Training & Professional Development

• Tuition & Professional Certification Reimbursement

Our Culture...Stronger Together

Our highest responsibility and top priority is 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:

Holland America 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)

Holland America 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 View email address on click.appcast.io

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