Director, Hotel Operations

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. We give our guests the Medallion Class experience others simply can't. The Love Boat promises something for everyone.


The Director, Hotel Operations is responsible for the overall guest experience onboard the ships operating outside 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. Will support a minimum of 6 ships at any given time, ship assignments will rotate depending on itineraries throughout the year. Responsible for leading a team of at least 10 Hotel General Managers, 10 Associate Hotel General Managers, and over 6000 crew.

Here's a summary of what Princess is looking for in the Director Hotel Operations Enablement - Princess. Is this you?


Responsibilities:

• Strategic Leadership and Brand Performance: Drive the strategic vision for hotel operations, ensuring alignment with Princess Cruises' brand standards and guest experience goals. Provide guidance and direction over the strategic direction for the new concepts and experiences. Participates in the Itinerary planning process, ensuring that appropriate feedback is received from the vessels and future deployment issues are highlighted and addressed. 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, Port Operations and Itinerary Planning.
• Operational Oversight: Oversee daily hotel operations across the fleet, including accommodation, food and beverage, guest services, and housekeeping, ensuring consistent delivery of premium service. Drives a high-performing, guest and crew centric culture focused on innovation, execution, growth, and development. Conducts regular ship visits to ensure the product delivery and guest service standards are always met. The main point of contact for the shipboard Hotel is General Managers providing operational day to day support.
• Team Management and Development: Lead, mentor, and develop shipboard and shoreside hotel teams, fostering a culture of excellence, accountability, and continuous improvement. Career development and coaching of upcoming senior shipboard hotel leaders. 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. Quality Assurance and Compliance: Monitor compliance with health, safety, and environmental standards, and ensure adherence to company policies and regulatory requirements. Works collaboratively with the other Director, Shipboard Operations to ensure fleet alignment, creating brand guidelines, standard operational procedures, KPI's and targets for the entire fleet. Financial Management: Manage hotel operations budgets, control costs, and optimize revenue opportunities through effective resource allocation and operational efficiencies. 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. Responsible for annual planning and budgeting of over $10 million. Will work in conjunction with other Directors, Hotel Operations on annual financial planning

Knowledge & Skills:

• Scope: Responsible for hotel operations across a global fleet, impacting guest experience and brand reputation at over 330 destinations worldwide.
• Problem-solving: Address complex operational challenges, resolve guest issues, and implement innovative solutions to enhance service delivery and operational efficiency.
• Impact: Directly influences guest satisfaction, operational performance, and financial outcomes for Princess Cruises' hotel division.
• Leadership: Provides leadership to large, diverse teams both shipboard and shoreside, manages resources and budgets, and drives strategic initiatives for continuous improvement. Responsible for leading a team of at least 10 Hotel General Managers, 10 Associate Hotel General Managers, and over 6000 crew.

For all roles:

• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Skills: Strong time management and organizational skills
• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Essential/Minimum Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• 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

Essential Experience Required:

• Ten years of extensive global customer services management within a hospitality environment.
• Five years of onboard cruise ship experience in a leadership position
• Previous experience at a corporate level either in the cruise industry or in shoreside structures is preferred
• Proven track record in managing large teams and complex operations.
• Experience in strategic planning, financial management, and compliance oversight.
• Demonstrated ability to drive operational excellence and deliver exceptional guest experiences

Travel: More than 50% with shipboard travel likely

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

Physical Demands: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Princess location Monday through Thursday each week. Employees may work from their homes on Fridays.


Princess provides comprehensive and innovative benefits to meet your needs, including:

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
• Rewards & Incentives

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: princess.com/en-us/company-information


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 accommodation 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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