Fleet Hospitality Director - Celebrity Cruises
Location: Madrid, Spain. Employer: Celebrity Cruises.
Qualification:
* 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.
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