Fleet Hospitality & Training Director

Celebrity Cruises

Milano

In loco

EUR 45.000 - 70.000

Tempo pieno

2 giorni fa

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Descrizione del lavoro

Celebrity Cruises seeks a seasoned Training & L&D professional to design and implement tailored shipboard training, elevating Forbes Travel Guide scores and guest satisfaction. You will collaborate with L&D/HR, analyze opportunities, and drive consistent service standards across the fleet.

Requirements include 3+ years in hospitality, coaching expertise, and strong English communication and reporting skills.

Competenze

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

Mansioni

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