Operations Director - Miami, United States - Norwegian Cruise Line Holdings Ltd.

Description

JOB SUMMARY: Create the strategy and key objectives to deliver full ship charters, large groups, and special events to the highest standard. This role leads the communication strategy between Sixthman, CM&I and Events Teams, with the operational arms of Hotel Operations. The smooth handling of all these details is executed with the highest customer service level possible, as well as the highest total quality of revenue, with the goal of maintaining and increasing repeat business, whilst maintaining operating budgets.

DUTIES & RESPONSIBILITIES:

• Develop and guide the relationships between the operational arms of Hotel Operations, including the Regional Hotel Operations teams, and the Sixthman, CM&I and Special Events teams.
• Acts as the primary point of contact ensuring that all custom details are processed and confirmed for full ship charters, large groups, and special events including but not limited to christenings & inaugurals, global conferences, and experiences.
• Collate customization details to prepare reports for the Refurbishment & New Build Teams.
• Present recommendations to influence future onboard features which would make designated vessels more charter ready, and thereby give Charter Sales the opportunity to speak to how Norwegian is differentiated in the industry.
• Collaborate with Hotel Operations' Regional VPs to establish best practices across full ship charters, large groups and special events to support growth and to deploy the Regional support team members to vessels as needed to execute these "nonstandard" operations.
• Develop and maintain supporting operating budgets to facilitate customized activations, including but not limited to Culinary, Beverage, Housekeeping, Port Guest Services.
• Lead the development and implementation of additional revenue streams within Hotel Operations, and all Onboard Revenue departments to devise suitable options for up-selling value-added services.
• Lead cross functional meetings with Hotel, IT, Finance & OBR departments (and others as required) to document and maintain the "non-standard" procedures to include the onboard implementation steps, cost centers, and reporting.
• 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.
• Define procedures according to the specific needs of full ship charters, groups and the operation of multiple simultaneous group types.
• Proactively communicate approved Hotel Operations SOPs to Sixthman, CM&I & Event Managers to ensure smooth onboard execution.
• Represent Operations in communication with vessel hotel staff and their shoreside departments before, during and post event to ensure that all programming requirements are met, all program components are delivered, and the highest level of service possible is achieved.
• Utilize SalesForce, Freestyle Connect, AffairWare, and internal accounting worksheets to manage weekly / quarterly reporting to Hotel Operations leadership.
• Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Business Administration, Hospitality Management or related field of study or equivalent experience is required.

EXPERIENCE: Minimum 10 years' experience in an event planning role in the hospitality industry (hotel, resort, etc.). Minimum 8 years' experience in event planning, new business launches, marketing productions experience is required. Cruise line and management experience preferred.

COMPETENCIES/SKILLS:

• Strong organization, planning skills, and attention to detail with the ability to proactively prioritize needs and effectively manage team members and resources.
• Extensive ship operations knowledge.
• Excellent written and verbal skills for correspondence with clients, negotiations, and procedural documentation.
• Ability to multi-task and carry a heavy workload.
• Ability to lead cross functional discussions.
• Intermediate knowledge of Microsoft Office Suite including Excel, Word and Power Point in order to write correspondence, navigate spreadsheets and develop presentations.
• Ability to travel up to 20% of the time, both domestically and internationally, and be onsite for the duration of select full ship charters and group programs.

To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.