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.
Hotel Operations Director • GE, CH
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