Fleet Hospitality & Training Director

Celebrity Cruises; England; On-site; GBP 42,000 - 62,000; Full time

Job summary

Celebrity Cruises is seeking an experienced training professional to enhance shipboard service standards through targeted learning programs. You will collaborate with L&D/HR, design tailored training, and focus on elevating Forbes Travel Guide scores and guest/crew satisfaction across the fleet.

The role requires expert coaching, report writing, and the ability to communicate clearly in English, with a consultative approach across departments to drive measurable performance improvements.

Qualifications

• 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 shipboard needs.
• Knowledge of personalized service principles, needs assessment techniques, quality service standards, and guest/crew satisfaction evaluation techniques.
• Advanced knowledge of coaching, mentoring, and performance consulting.
• Ability to collaborate using multiple communication methods to drive results and develop customer champions.
• Ability to speak English clearly, distinctly, and present professionally.
• Exceptional report writing and record keeping skills.

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

Skills

Hospitality experience

Training program design

Personalized service knowledge

Coaching & mentoring

Communication & collaboration

English proficiency

Report writing

Job description

Celebrity Cruises is seeking an experienced training professional to enhance shipboard service standards through targeted learning programs. You will collaborate with L&D/HR, design tailored training, and focus on elevating Forbes Travel Guide scores and guest/crew satisfaction across the fleet.

The role requires expert coaching, report writing, and the ability to communicate clearly in English, with a consultative approach across departments to drive measurable performance improvements.