Director, Hotel Operations

Royal Caribbean Group

. Ensures optimal guest vacation experience in accordance with company’s brand promise and standards .

Posted 5/16/2026full-timeMiami • Florida • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Ensures optimal guest vacation experience in accordance with company’s brand promise and standards
Accountable for the overall performance of each assigned vessel
Manages the travelling hotel directors assigned to the DHO / Ships
Ensures that each ship is operated safely, effectively and efficiently following brand standards related to Service Excellence, Workplace Safety, Crew Satisfaction, internal and external regulatory compliance guidelines
Liaises closely with all corporate and operational groups to ensure that each ship is fully supported at all times; including F&B Operations, Rooms Division (Housekeeping & Guest Relations), Onboard Revenue, Entertainment & Cruise Programs, Marine Operations, Finance, IT, Human Resources, Marketing, Accounting, Internal Audit, Safety & Environment, Corporate Communications, Land Operations, Revenue Management, Deployment, Legal and Customer Service
Owns the resolution, in tandem with the different departmental leaders to address shortcomings, and product delivery gaps
Acts as Brand ambassador ensuring company’s culture and ethics are understood, adhered to, and exhibited by all shipboard teams
Responsible for the planning and flawless launch of Newbuild vessels entering service
Collaborates with all hotel functional areas and Revite / Dry Dock teams to ensure smooth and seamless ongoing shipboard maintenance and planning for Dry Docks
Ensures guest experiences on Celebrity ships transitioning to or operating in EMEA and APAC markets are properly planned and executed in a culturally equitable way
Plans the regional customization of the product along with the shoreside leadership in Food and Beverage, Shore Excursions, Entertainment, Guest Services, Onboard Revenue, Housekeeping
Continuously tracks individual ship performance, reviews and analyzes Medallia and guest experience commentaries
Works closely with the shipboard leadership teams to review results and trends to make necessary operational adjustments
Generates routine updates and executive reports to shore-side leadership personnel
Partners with Human Resources to recruit the best hospitality leaders in the industry
Conducts periodic operational ship visits to assess guest experience and identify areas of opportunities to improve produce offerings
Represents hotel operations in situation management meetings and is expected to make critical decisions to ensure the best possible guest experience on ships impacted by unusual or unexpected situations
Participates in deployment planning and provides operational guidance to ensure optimal port destination guest experience
Ensures adherence of CDC / Public Health protocols to mitigate potential spread and impact to guest experience
Conducts annual assessments of the Hotel Director / AHD / Fleet HDs and provides coaching and guidance on leadership effectiveness
Oversees HD’s & AHD’s selection, scheduling and ensures a proper familiarization & succession plans.
Manages other areas depending on assignment such as Galapagos, Expense Management, Deployment planning, Charter execution etc.

Requirements

What you’ll need

Ten years of experience in hospitality management preferable cruise lines, hotels, resorts
Five years of managerial experience as a Hotel Director or General Manager
Work experience with a diverse multicultural work force preferred
Previous exposure to worldwide operations a plus
Bachelor degree from a hospitality college or university
Shipboard experience
Ability and willingness to travel 30% of the time, or more if specific projects (such as newbuild, refurbishments, interventions) require extensive travel
Working knowledge of computers, Internet access, and the ability to navigate within a variety business related software packages and reporting.

Benefits

Comp & perks

competitive compensation and benefits package
excellent career development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

hospitality managementhotel operationsguest experience managementoperational performance analysisregulatory compliancecruise line operationsnewbuild planningshipboard maintenanceF&B operationsrevenue management

Soft Skills

leadershipcommunicationproblem-solvingcultural awarenessteam collaborationdecision-makingcoachingorganizational skillscustomer service orientationadaptability

Certifications

Bachelor's degree in hospitality management