Hotel Operations Director

JOB PURPOSE

As the Brand Performance Director at MSC Cruises, you will play a pivotal role in shaping the overall guest experience across our fleet. You will be responsible for overseeing the conception, development, and execution of on-board products, and you will ensure that our cruises not only meet but exceed guest expectations. This role requires a seasoned professional with a deep understanding of the cruise industry, a strategic mindset, and the ability to lead cross-functional teams to deliver excellence.

KEY ACCOUNTABILITIES

End-to-End Ownership : Take full ownership of the guest experience, from product conception on new builds to implementation across the entire fleet.

Product Development : Collaborate with various departments to define product specifics, submit budget proposals, and establish timelines for execution.

Execution Monitoring : Closely monitor the start-up phases of projects, ensuring on-time and within-budget executions.

Communication Hub : Act as the point of contact for Onboard Hotel Directors, addressing product-related issues and providing necessary support.

Feedback Mechanism : Provide constructive feedback to Hotel Operations, F&B, and Crew HR teams to enhance product delivery.

Performance Monitoring : Monitor the performance of assigned ships, focusing on guest satisfaction and financial performance (P&L).

Guideline Creation : Develop brand guidelines, standard operating procedures, and key performance indicators (KPIs) for the entire fleet.

Data Analysis : Analyze product delivery and on-board revenue results to ensure optimal implementation across the fleet.

Guest Satisfaction : Monitor guest satisfaction through comment forms, analytical systems, and surveys, identifying opportunities for improvement.

Operational Excellence : Monitor the operational dashboard, collaborating with on-board and ashore teams to facilitate continuous improvement.

Ship Visits : Conduct regular ship visits to audit and support the on-board execution of established standards.

Audit Coordination : Coordinate Mystery Shopper audits and manage follow-up visits.

QUALIFICATIONS (skills, competencies, experience)

• 10 years of senior-level experience in the cruise industry is essential.

• Previous experience at the corporate level, either in the cruise industry or shoreside structures, is a plus.

• Fluent in English; knowledge of another language is an advantage.

• Graduation from a Hotel Management School is an advantage.

• Experience in budgeting and presenting projects at the executive level.

• Proven experience in managing remote teams and multiple projects simultaneously.

• Excellent communication skills in multicultural environments.

• Ability to travel up to 30% of the time.

VISA REQUIREMENTS (if any)

EU Passport/ Right to work in Switzerland.