Director, Guest Operations Leader

Job DescriptionThe Director of Guest Operations Leader is a pivotal leadership role responsible for ensuring the seamless execution of hotel operations across our fleet. The Director will lead a dynamic team of Hotel Directors, develop strategic initiatives, and ensure operational excellence to enhance guest satisfaction and operational efficiency. This position focuses on enhancing the guest experience through strategic leadership, operational efficiency, and effective communication between shipboard and shoreside teams. As a key leader, the Director of Guest Operations Leader must demonstrate proper leadership principles by always adhering to the Corporate Vision Statement, Culture Essentials, and Values.Essential Functions:Develop and execute strategic plans to enhance hotel operations efficiency and guest experiences. Ensure integration of all shipboard operations to ensure delivery of brand expectations.Supervise and mentor onboard Hotel Directors, providing guidance and support to ensure exceptional service delivery. Foster a culture of excellence, teamwork, and continuous improvement among the hotel operations team. Conduct regular performance evaluations and provide constructive feedback to Hotel Directors.Develop and execute crisis management plans to handle emergencies and operational disruptions effectively. Serve as the primary point of contact for the hotel director as well as senior leadership shipboard and shoreside on all issues impacting the vessel, such as itinerary changes, maintenance issues, security concerns, and guest experience, ensuring timely and satisfactory resolutions.Collaborate with shoreside departments, including guest services, marine operations, new builds, F&B, marketing, and environmental, to ensure alignment and consistency in service delivery. Develop and implement standardized operating procedures and policies for hotel operations, ensuring compliance and quality across the fleet. Lead the cross-departmental operational ship visits, which include shipboard strategic planning, hotel maintenance planning, leadership development, and crew engagement.Develop and implement continual improvement procedures to support scalability of growth with focus on increased efficiency, accuracy, and cost effectiveness as well as enhancing the guest experience. Monitor and analyze key performance indicators to identify areas for improvement and drive operational efficiency.Develop and implement the fleet commerce plan in collaboration with the onboard revenue leadership and shoreside. Review ship revenue and expense performance and support adjustments as needed to drive improvement. Ensure all departments follow the plan and propose adjustments to ensure each area maximizes revenue while adhering to CCL’s guest satisfaction promise.Develop, manage, and oversee the hotel operations budget with the shoreside leadership team, ensuring financial targets are met while maintaining high service standards. Monitor expenditures, identify cost-saving opportunities, and implement budget control measures. Work with the onboard senior leadership to identify projects (both preventative maintenance and reactive), populate the hotel maintenance grids quarterly, and present annual requests. Prepare financial reports and forecasts, providing insights and recommendations to senior leadership.Serve as the primary liaison between onboard hotel operations and shoreside departments, facilitating effective communication and coordination. Ensure that shoreside support and resources are aligned with the needs of onboard hotel operations and the highest level of service possible is achieved.Qualifications:Bachelor's Degree in hospitality, hotel operations, business management, or engineering.10+ years of experience, with at least 5+ years as Hotel Director onboard a cruise ship or at a land-based hotel or equivalent experience.Knowledge, Skills and Abilities:Knowledge of HESS Database.Strong leadership skills with a track record of managing high-performing teams and driving results.Strong business acumen with experience in strategic planning, financial management, and revenue generation.Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate a diverse team.Demonstrated commitment to environmental sustainability and corporate social responsibility.Proficiency in Microsoft Office suite and relevant industry software applications.Organizational skills to coordinate action plans and implement actionable strategies.Ability to clearly communicate complex analysis to varying management levels using a simple and understandable approach.Analytical mindset with proficiency in data analysis and KPI-driven decision-making.Physical Demands : Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities. May need to stand for long periods of time.Travel : 25-50% ship-based travel.Work Conditions : Work primarily in a climate-controlled environment with minimal safety/health hazard potential. May be requested to work a different shift. Work flexible hours, including weekends and holidays, to meet business needs.This position is classified as 'in-office.' As an in-office role, it requires employees to work from a designated Carnival office in South Florida from Tuesday through Thursday. Employees may work from home on Mondays and Fridays. Some positions may require additional in-office time each week and final schedule is determined by your leader. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:Health Benefits:

Cost-effective medical, dental, and vision plans.Employee Assistance Program and other mental health resources.Additional programs include company paid term life insurance and disability coverage.

Financial Benefits:

401(k) plan that includes a company match.Employee Stock Purchase plan.

Paid Time Off

Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.

Other Benefits

Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends.Personal and professional learning and development resources including tuition reimbursement.On-site preschool program and wellness center at our Miami campus.

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About Us

Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun, and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness, and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.

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