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Director, Housekeeping Operations in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 4/2/2019

Job Snapshot

Job Description

POSITION SUMMARY:

This position leads Royal Caribbean International¿s Housekeeping Operations Team and is accountable for the performance optimization, personnel, compliance, cleanliness and service related to onboard Housekeeping Operations, Laundry Operations and Public Area Operations. Develops and implements strategies to maximize Guest Satisfaction, Crew Satisfaction, ancillary revenues and focuses on efficiency strategies relating to Inventory & Budget Control, work processes and work place safety. Effectively partners with Guest Services, Food & Beverage Operations, Analytics and other Royal Caribbean Operations groups to continuously propose and pilot guest enhancing experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develops, facilitates, designs, manages and supports all ship product definitions (domestic & international) in a manner consistent with company goals, objectives and vision. Continually refines vision and strategy to evolve the Housekeeping, Laundry & Public Area Division.
  • Manages and oversees the activities, productivity and results of 40+ Shipboard Executive Housekeepers and 40+ Shipboard Public Area Cleaning Specialists through consistent coaching and development to maximize leadership and maintain a results-driven focus on guest and employee related matters
  • Creates strategies for scheduling, succession planning and training programs for all positions in the multi-dimensional Housekeeping team for a total of 5,678+ active employees. 
  • Manages the shore-side Housekeeping Accommodations Specialist and Housekeeping Public Area Cleaning Specialist.
  • Manages the traveling Fleet Executive Housekeepers, Fleet Laundry Manager and Fleet Facilities Cleaning Specialist Team in a manner that provides support, training and sharing of best practices while ensuring accountability for each position in their respective area of responsibility
  • Manages and supports the shipboard industrial laundry operation and associated equipment. Total pounds washed per month: 10,665,185 pounds of linen / terry from 43,930 guest staterooms & guest suites and 2,320,550 pounds of linen monthly coming from restaurant operations processed by 26 industrial onboard laundries.
  • Continually examines existing opportunities and creates new strategies to enhance and enrich the guest vacation experience through analysis of guest feedback and other established metrics. Provides leadership, training and guidance to shipboard teams to minimize and/or eliminate guest issues through effective root cause analysis and problem resolution, enabling fleet-wide best practice sharing.
  • Collaborates with the Shore-side Marine Division and onboard Chief Engineer & Hotel Maintenance Managers to create project plans for the ongoing maintenance of all guest staterooms and Public Areas (including pool deck maintenance & pool area furniture).
  • Acts as the Newbuild and Revitalization subject matter expert.  Provides guidance for strategic design elements within staterooms and public areas.  Responsible for owner¿s supply planning and procurement, selection of staffing, scheduling and training of crew members.
  • Works closely in co-creating strategies with Purchasing and Supply Chain to ensure continuous review of all consumables and replaceables.  Participates in the bid process to ensure pricing, quality and sustainability of all Housekeeping, Laundry & Public Area items to include linens, towels, soft goods, uniforms, chemicals, Deck & Cleaning equipment.
  • Leads corporate initiatives by representing Hotel Operations for all Housekeeping, Laundry & Public area cleaning enhancements. Manages compliance with GOLD Anchor Standards, SQM, USPH, Environmental Standards, Internal Audits, Workplace Safety Policies & Company Financials for all Housekeeping, Laundry & Public area functions.
  • Identifies opportunities and creates strategic recommendations for continuous process improvements, increased efficiencies and cost saving
  • Excellent time management, organizational, interpersonal and communication skills (verbal and written) to interact with guest, ship personnel, internal departments and senior management. This position is required to develop comprehensive and impactful communication strategies, business plans, project plans, white papers and presentations.
  • Proven ability to create and present strategies to senior leadership and manage large scale multifaceted projects
  • Ability to assemble and lead cross-functional teams to develop and implement new service strategies, training programs, products and positions and must be able to lead projects from initialization to completion and work independently and function under pressure in a deadline oriented environment
  • Strong ability to present plans and ideas concisely to all levels of employees and management, influence with authority and navigate complex organizational dynamics
  • Proven track record of driving business results remotely in an international and multicultural corporation
  • Expertise in overseeing performance of remote employees according to ILO policies and  union requirements
  • Proven skills in managing finances and newbuild procurement planning
  • Knowledge of Royal Caribbean International¿s shipboard products, services, policies and culture is an advantage



 

Job Requirements


QUALIFICATIONS:

  • Bachelor degree in Business or Hospitality Management.
  • 5-7 years relevant & equivalent Operational Management Experience in a luxury hotel or onboard a premium cruise ship.
  • Proven ability to create and present strategies to senior leadership and manage large scale multifaceted projects
  • Solid, clear and precise written and verbal communication skills at all levels of the organization is essential.
  • Excellent problem solving skills and drive for solving complex challenges
  • Excellent interpersonal skills, strength in communicating, collaborating, and influencing in a multicultural environment.
  • Ability to read, analyze and interpret technical specifications, financial reports, legal documents and government regulations (USPH / SHIPSAN)
  • Ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from management, co-workers, guests, vendors, Shoreside & shipboard employees.
  • Software proficiency in MS Word, Excel, Project & PowerPoint required, as well as MS Office Outlook 365 email software
  • Fluent English Skills, other languages considered as an advantage.
  • Flexibility and ability to travel to multiple world-wide locations (ship & vendor locations).
  • Ability to manage multiple tasks / priorities required.
  • Must demonstrate high level of initiative, be self-motivated and disciplined. Must be able to work independently and function under pressure in a deadline oriented, fast paced office environment. 
  • Ability to accommodate flexible and varied schedule, including weekends and holidays, to accommodate a 24-hour-per-day shipboard environment.

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