Director of Service Excellence
2 days ago
Join Royal Caribbean Group in shaping the future of luxury hospitality as a Director of Service Excellence. This exciting role offers a unique opportunity to drive exceptional customer experiences across our Silversea Cruises brand.
About the RoleWe are seeking a highly motivated and experienced professional to lead our Service Excellence program. As a Director of Service Excellence, you will be responsible for developing and implementing strategies to deliver world-class service to our guests and internal customers. Your expertise will help us maintain and improve our pre, onboard, and post-cruise experiences, setting the standard in global hospitality.
Key Responsibilities- Develop and execute a culture of service excellence across the organization
- Lead the development and delivery of training programs to enhance customer service skills
- Analyze performance across the guest journey and propose solutions to improve service quality
- Collaborate with internal and external partners to drive continuous improvement and key performance metrics
- Provide leadership to ensure NPS targets are achieved in each area
- Bachelor's degree in hospitality, business management, or equivalent experience
- 10+ years of hospitality experience and/or training required
- Ability and willingness to travel up to 30% of the time
- Previous cruise line experience preferred, but not required
As a Director of Service Excellence at Royal Caribbean Group, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. We offer a competitive compensation and benefits package, as well as excellent career development opportunities.
Join us in shaping the future of luxury hospitality and take your career to new heights.
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