Fleet Hospitality Director

Celebrity Cruises; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Celebrity Cruises seeks a skilled L&D professional to design and implement shipboard training programs tailored to our hospitality operations. You will work with L&D/HR partners to drive quality service, guest satisfaction, and crew performance across the fleet.

Strong coaching, reporting, and communication skills are essential to elevate the retreat program standards. This role focuses on targeted improvements identified from Forbes assessments and internal evaluations, with cross-department

Formación

• 3+ years of hospitality experience preferred with expert knowledge of Forbes Travel Guide service.
• Experience in designing, building and implementing training programs for shipboard operations.
• Knowledge of needs assessment techniques, quality service standards, and guest/crew satisfaction evaluation methods.
• Advanced knowledge of coaching, mentoring, and performance consulting.

Responsabilidades

• Collaborates with L&D/HR partners to develop tailored training based on identified opportunities.
• Influences Forbes Travel Guide Quality Assessments and Global Partner Ratings fleet-wide.
• Identify opportunities from observations and prior reports to provide targeted support to owners and department leaders.
• Submit post-visit elevation planning reports to Executive Committee and onboard owners.
• Ensure consistent delivery of the Retreat Program service standards, setups, and SOPs for the suite experience.
• Foster cross-department communication and a holistic approach.
• Owns Self-Evaluation 5-star Performance Platform and leverages fleet data to identify opportunities.

Conocimientos

Hospitality experience

Training program design

Personalized service knowledge

Coaching & mentoring

Communication skills

English language

Report writing

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