Senior Analyst, Guest Services Operations

Senior Analyst, Guest Services Operations

This position is on-site in our Royal Caribbean Headquarters 1050–Miami

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Senior Analyst, Guest Services Operations provides ongoing support to Guest Services teams across the fleet by managing ongoing updates to Guest Services SQM, SOPs, Training programs, SharePoint, Smart Sheet documents and Service Now requests for fleet. In addition, the role is responsible for assisting with onboard Specialty role management and international program providing oversight to recruiting and scheduling for International GSO, International Ambassador and Suite program roles. The Sr. Analyst Guest Services manages fleetwide Guest Services employee recognition program and procurement of quarterly prizes. This position works closely with Guest Services leadership to assist with external and internal recruiting efforts for all guest services roles. This role engages in various Guest Services operational, IT and Digital projects that may require availability for shipboard travel. The individual must have comprehensive knowledge of shipboard operations and shore side hotel operations functions to be able to work in partnership with other functional areas and to provide added value to the guest experience and the business.

Essential Duties and Responsibilities:

• Facilitates our company vision & strategy as it relates to Guest Services functions. Responsible for monitoring and updating onboard policies and procedures, SOPs, SQM, Knowledge Desk, and Guest Services Homeport site to provide updates as required.
• Participates in recruiting process for Guest Services employees and analyzes detailed recruiting needs based on historical trends, language needs and people analytics for all guest services roles in various itineraries.
• Participates in recruiting efforts for all internal and external Guest Services candidates with a focus on maintaining the pipeline and guiding scheduling of International Guest Services host role.
• Develops reporting to advise and/or plan strategies to gain efficiencies, improve operational capabilities, and implement Guest Services related initiatives.
• Manages Guest Services employee recognition program and quarterly procurement of prize items.
• Liaises with L&D to develop training programs and materials. These may include but are not limited to company systems and software related to property management, Guest Log system, Digital Enhancements and reservation system.
• Monitors performance metrics through Medallia, Crew Matters dashboard, financial tables and Balanced Score card, conducts analysis and works on continuous improvement initiatives and training as needed.
• Supports the Guest Services Managers and shipboard divisions by working very closely with the Guest Services Manager on day-to-day inquiries and support needs.
• This position will require shipboard travel and the extensive ability to manage time, projects, and related assignments on a timely manner as planned or unplanned for duties assigned.
• Performs other duties as required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications and Education:

• Bachelor’s degree from an accredited college or university in Business, Finance, Hospitality, or related field is preferred.
• Minimum of 2-3 years onboard cruise ship experience and/or corporate experience supporting the ships, or equivalent hospitality industry experience (Catering/Conference Services, etc.)
• Excellent time management, organizational, interpersonal and communication skills (verbal and written). Knowledge of Microsoft Office, PowerBI, SmartSheet, Fidelio, Guest Log, Reservation and event planning software.

Knowledge and Skills:

• The individual must have comprehensive knowledge of shipboard operations and hotel operations functions to be able to work in partnership with other functional areas and to provide added value to the guest experience and the business.
• Ability to solve practical regionalized problems with variables in situations where only limited standardization exists (multi-cultural staff).
• Must demonstrate high level of initiative to lead projects from initialization to completion, work independently and function under pressure in a deadline oriented, fast paced office environment.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.
• Ability to understand forecasts, targets, etc.
• Working knowledge of shipboard functions and concepts.

Physical Requirements:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10-15 pounds. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and/or moving inside/outside the office. Responsibilities include traveling between numerous offices. A high noise level is possible if visiting shipboard or offsite locations.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.