Journey with us!
Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
About Us
Royal Caribbean Group is the world’s largest cruise line, having a record-breaking year and launching not one but TWO brand new ships in 2024, including a brand-new class of ship in Icon of the Seas! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.
With our 3 brands Royal Caribbean International, Celebrity Cruises & Silversea we have ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe. No matter where our guests want to go, Royal Caribbean Group has a ship that can deliver a world-class vacation.
At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. You get to work both independently and as part of a collaborative and dynamic international team. We are passionate, we are innovative, and we are unstoppable.
As the Lead of Retreat & Guest Experience, this role will be instrumental in championing our brand-wide culture initiative, The Celebrity Way.
This position underscores the importance of elevated hospitality training and alignment across all departments, ensuring a consistent experience for both our discerning guests and internal stakeholders. This role will oversee the integrity of The Retreat, our luxurious suite experience encompassing high-end dining in Luminae, suite category staterooms, an exclusive Retreat lounge, and a serene Retreat sundeck. It will ensure alignment across the brand while upholding and effectively communicating the rigorous standards we have established for this exclusive area of our business. Furthermore, this role will seamlessly integrate Tailored Solutions into every facet of our guest experience, fostering empathy in all interactions while bringing our culture and values to life through sustainability, training, and recognition.
This is a remote role with ocassional travel to our Weybridge office. K ey responsibilities of this role include the development and implementation of comprehensive training materials, standards of excellence (SOE’s), and curriculum that reflect our guiding principles for the Retreat operation. This position will engage collaboratively with the Senior Director of Hospitality, the Manager of Guest Relations, and external consultants to ensure alignment with departmental KPIs, including NPS, ATRI, eNPS, and compensation metrics. Additionally, they will be responsible for the budgeting and finances tied to the Retreat product, room amenities, and any other branded products. By enhancing communication and operational partnerships, this role will support initiatives aimed at elevating overall guest experience and driving employee satisfaction, ultimately positioning us as a preeminent leader in the hospitality industry.
In this capacity, this role is charged with ensuring that our mission of delivering exceptional service is not just an aspiration, but a lived experience throughout the organisation. The passion for crafting +1 memorable experiences in this role will not only foster guest loyalty but also nurture a culture of excellence and continuous improvement among team members, leaving an indelible mark on the Celebrity Cruises brand.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Embodies and promotes our culture, The Celebrity Way, ensuring that the values and ethics of the brand are consistently understood and exemplified by both Shore and Shipboard teams.
· Collaborates with the Senior Director of Hospitality and the Manager of Guest Relations to implement new initiatives related to The Celebrity Way and Tailored Solutions. This includes developing, implementing, and driving marketing strategies that align with our culture, encompassing crew communication, knowledge channels, content, visuals, and other promotional materials.
· Elevates The Retreat experience at every touchpoint by developing detailed Standards Of Excellence (SOEs) and training programs, ensuring departmental alignment across the brand. Integrates Tailored Solutions within The Retreat experience and beyond, particularly for specific guest demographics like past detractors, first-time cruisers, and back-to-back guests.
· Responsible for all budgeting and finances tied to the Retreat product, room amenities, and any other branded products.
· Ensures that all KPIs are met or exceeded by continually improving performance, utilising customer feedback, and identifying trends and opportunities to enhance the guest experience. This includes celebrating teams who consistently deliver +1 elevated hospitality experiences.
· Effectively coaches, influences, collaborates, and consults with individuals at all levels of the organisation to achieve organisational goals and foster a culture of excellence.
· Analyses both ship and shore data related to key service touchpoints within hotel operations- specifically throughout Guest Relations and the Retreat operations area; identifies opportunities for improvement and provides actionable recommendations to leadership teams.
· In partnership with Human Resources, helps drive employee experience initiatives, orients new leaders to our Culture of Excellence standards, and validates competency in new leaders continuously. Works collaboratively with shipboard and shoreside business partners, sales, marketing, and international offices to ensure clear communication and alignment across the brand.
· Collaborates with HR and various Guest Relations operational leaders to ensure that rewards and recognition programs align with business needs and promote desired behaviours onboard. Works with senior operational leaders shoreside to ensure recognition materials and employee programming are effectively utilised.
· Identifies and evaluates the best internal and external practices, recommending brand-wide improvements based on evidence-based leadership practices through the lens of our values. · Assists with partnerships such as Forbes Travel Guide, Clef D’or, and Butler Training programs to continually redefine premium cruising experiences for our luxury guests within the Retreat and beyond.
· Drives the execution of Forbes Travel Guide Cruise Ratings and Quality Assessments, ensuring adherence to standards across the Retreat guest experience, from reservations to shipboard interactions and post-cruise reviews.
· Executes sustainability practices to drive continuous service and hospitality improvements through data analysis, best practices, and cross-departmental collaboration.
· Manages the design, expansion, and implementation of curriculum content, training materials, training modules, and training software for all areas of Retreat hospitality, including Forbes Service trainings, Self-Assessment platform results and/or internal audits.
· This position may require travel up to 30% of the time and includes other duties as assigned. This job description is not intended to be exhaustive; employees may be required to perform additional job-related duties as directed by their supervisor or management.
FINANCIAL RESPONSIBILITIES:
· Manages budget for training activities and materials
QUALIFICATIONS:
· Bachelor’s degree (B.A.), in Adult Training, Hospitality or other related field, considerable related experience or equivalent combination of education and direct industry experience.
· Previous hospitality or travel industry experience required; onboard operations experience is a plus.
KNOWLEDGE AND SKILLS:
· Website and online tutorial design and development skills. · Knowledge of in-role and scenario-based instructional course development.
· Development of self-taught and instructor led high-tech product end-user and technical personnel training from the initial analysis and design through evaluation and revision after delivery.
· Accepts accountability, welcomes feedback, and manages individual and project team execution to deliver positive results.
· Strong people skills, positive, effectively builds relationships and encourages collaboration to produce positive results. Embraces change and positively influences others to welcome change.
· Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy-to-understand documents (e.g. Word, Excel, MS PowerPoint).
· Able to present effectively to small and large audiences.
PHYSICAL DEMANDS:
· The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person. Specific vision abilities required include close vision and ability to adjust focus. The employee is regularly required to sit, stand, write, review, type reports, compile data, and operate a PC. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
WORK ENVIRONMENT:
· The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. The work level in the work environment is usually moderate. It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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