Fleet Hospitality Director

Celebrity Cruises; Madrid; Presencial; EUR 55.000 - 82.000; Jornada completa

Descripción de la vacante

Celebrity Cruises is seeking a senior L&D professional to lead shipboard and fleet-wide training initiatives, ensuring alignment with Forbes Travel Guide standards.

The role collaborates with L&D and HR to design tailored programs, drive quality service, and elevate guest and crew satisfaction through coaching, needs assessments, and robust reporting across the fleet.

Formación

• Minimum 3 years of hospitality experience.
• Proven ability to design, build and implement training programs that meet the specific needs of the shipboard operation.
• Strong knowledge of personalized services including needs assessment techniques, quality service standards, and guest/crew satisfaction evaluation techniques.
• Advanced knowledge of coaching, mentoring, and performance consulting.
• Ability to use multiple communication and interaction methods to collaborate effectively to get results and develop customer champions.
• Ability to speak English clearly, distinctly, and present professionally.
• Exceptional skills in report writing and record keeping.

Responsabilidades

• Collaborates with L&D/HR partners to develop tailored training based on identified opportunities.
• Responsible for influencing the scores of the Forbes Travel Guide 'Quality Assessments' and 'Global Partner Ratings' conducted fleet-wide.
• Identify areas of opportunity based on observations, from previous Forbes Quality Assessment reports and internal evaluations to then provide targeted support to both individual owners and department leaders.
• Submit post-visit elevation planning reports to Executive Committee and onboard owners.
• Focused on ensuring consistent delivery of the Retreat Program service standards, set-ups, and SOPs to elevate the suite experience.
• Consultative holistic approach to ensure cross departmental communication is open & strong.
• Owner of the Self-Evaluation 5-star Performance Platform, ensuring that it is being used across the fleet consistently, partnering with leaders across the fleet to utilize the data from internal evaluations to identify areas of opportunity

Conocimientos

Hospitality experience

Training program design

Quality service standards

Coaching & mentoring

Needs assessment techniques

Guest/crew satisfaction evaluation

Communication skills

English speaking

Report writing

Herramientas

Forbes Travel Guide knowledge

Descripción del empleo

• Minimum of 3 years of hospitality experience preferred with expert knowledge of Forbes Travel Guide service.
• Proven ability to design, build and implement training programs that meet the specific needs of the shipboard operation.
• Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, and guest/crew satisfaction evaluation techniques.
• Advanced knowledge of principles and techniques of coaching, mentoring, and performance consulting.
• Knowledge of principles and processes for providing personalized services including needs assessment techniques, quality service standards, and guest/crew satisfaction evaluation techniques.
• Ability to use multiple communication and interaction methods to collaborate effectively to get results and develop customer champions
• Ability to speak English clearly, distinctly, and present professionally
• Exceptional skills in report writing and record keeping

Duties/responsibilities:

• Collaborates with L&D/HR partners to develop tailored training based on identified opportunities
• Responsible for influencing the scores of the Forbes Travel Guide 'Quality Assessments' and 'Global Partner Ratings' conducted fleet-wide.
• Identify areas of opportunity based on observations, from previous Forbes Quality Assessment reports and internal evaluations to then provide targeted support to both individual owners and department leaders.
• Submit post-visit elevation planning reports to Executive Committee and onboard owners.
• Focused on ensuring consistent delivery of the Retreat Program service standards, set-ups, and SOPs to elevate the suite experience.
• Consultative holistic approach to ensure cross departmental communication is open & strong
• Owner of the Self-Evaluation 5-star Performance Platform, ensuring that it is being used across the fleet consistently, partnering with leaders across the fleet to utilize the data from internal evaluations to identify areas of opportunity