Job Description

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

About Us

Royal Caribbean Group is the world's largest cruise line having a record-breaking year and launching not one but TWO brand new ships in 2024 including a brand-new class of ship in Icon of the Seas! It couldn't be a more exciting time to join a global business that is blazing a trail in the travel industry right now


With our 3 brands Royal Caribbean International Celebrity Cruises & Silversea we have ships in South America Europe Asia Australia and several North American markets beyond our headquarters in Miami FL We cover the globe No matter where our guests want to go Royal Caribbean Group has a ship that can deliver a world-class vacation




At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry The work that we do is exciting challenging and innovative You get to work both independently and as part of a collaborative and dynamic international team We are passionate we are innovative and we are unstoppable




As the

Lead of Retreat & Guest Experience

this role will be instrumental in championing our brand-wide culture initiative

The Celebrity Way

This position underscores the importance of elevated hospitality training and alignment across all departments ensuring a consistent experience for both our discerning guests and internal stakeholders This role will oversee the integrity of

The Retreat

our luxurious suite experience encompassing high-end dining in Luminae suite category staterooms an exclusive Retreat lounge and a serene Retreat sundeck It will ensure alignment across the brand while upholding and effectively communicating the rigorous standards we have established for this exclusive area of our business Furthermore this role will seamlessly integrate

Tailored Solutions

into every facet of our guest experience fostering empathy in all interactions while bringing our culture and values to life through sustainability training and recognition

This is a remote role with ocassional travel to our Weybridge office

Key responsibilities of this role include the development and implementation of comprehensive training materials standards of excellence (SOE's) and curriculum that reflect our guiding principles for the Retreat operation This position will engage collaboratively with the Senior Director of Hospitality the Manager of Guest Relations and external consultants to ensure alignment with departmental KPIs including NPS ATRI eNPS and compensation metrics Additionally they will be responsible for the budgeting and finances tied to the Retreat product room amenities and any other branded products By enhancing communication and operational partnerships this role will support initiatives aimed at elevating overall guest experience and driving employee satisfaction ultimately positioning us as a preeminent leader in the hospitality industry




In this capacity this role is charged with ensuring that our mission of delivering exceptional service is not just an aspiration but a lived experience throughout the organisation The passion for crafting +1 memorable experiences in this role will not only foster guest loyalty but also nurture a culture of excellence and continuous improvement among team members leaving an indelible mark on the Celebrity Cruises brand

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Embodies and promotes our culture The Celebrity Way ensuring that the values and ethics of the brand are consistently understood and exemplified by both Shore and Shipboard teams

Collaborates with the Senior Director of Hospitality and the Manager of Guest Relations to implement new initiatives related to The Celebrity Way and Tailored Solutions This includes developing implementing and driving marketing strategies that align with our culture encompassing crew communication knowledge channels content visuals and other promotional materials

Elevates The Retreat experience at every touchpoint by developing detailed Standards Of Excellence (SOEs) and training programs ensuring departmental alignment across the brand Integrates Tailored Solutions within The Retreat experience and beyond particularly for specific guest demographics like past detractors first-time cruisers and back-to-back guests

Responsible for all budgeting and finances tied to the Retreat product room amenities and any other branded products

Ensures that all KPIs are met or exceeded by continually improving performance utilising customer feedback and identifying trends and opportunities to enhance the guest experience This includes celebrating teams who consistently deliver +1 elevated hospitality experiences

Effectively coaches influences collaborates and consults with individuals at all levels of the organisation to achieve organisational goals and foster a culture of excellence

Analyses both ship and shore data related to key service touchpoints within hotel operations- specifically throughout Guest Relations and the Retreat operations area; identifies opportunities for improvement and provides actionable recommendations to leadership teams

In partnership with Human Resources helps drive employee experience initiatives orients new leaders to our Culture of Excellence standards and validates competency in new leaders continuously Works collaboratively with shipboard and shoreside business partners sales marketing and international offices to ensure clear communication and alignment across the brand

Collaborates with HR and various Guest Relations operational leaders to ensure that rewards and recognition programs align with business needs and promote desired behaviours onboard Works with senior operational leaders shoreside to ensure recognition materials and employee programming are effectively utilised

Identifies and evaluates the best internal and external practices recommending brand-wide improvements based on evidence-based leadership practices through the lens of our values Assists with partnerships such as Forbes Travel Guide Clef D'or and Butler Training programs to continually redefine premium cruising experiences for our luxury guests within the Retreat and beyond


Drives the execution of Forbes Travel Guide Cruise Ratings and Quality Assessments ensuring adherence to standards across the Retreat guest experience from reservations to shipboard interactions and post-cruise reviews

Executes sustainability practices to drive continuous service and hospitality improvements through data analysis best practices and cross-departmental collaboration

Manages the design expansion and implementation of curriculum content training materials training modules and training software for all areas of Retreat hospitality including Forbes Service trainings Self-Assessment platform results and/or internal audits

This position may require travel up to 30% of the time and includes other duties as assigned This job description is not intended to be exhaustive; employees may be required to perform additional job-related duties as directed by their supervisor or management

FINANCIAL RESPONSIBILITIES:

Manages budget for training activities and materials

QUALIFICATIONS:

Bachelor's degree (BA) in Adult Training Hospitality or other related field considerable related experience or equivalent combination of education and direct industry experience

Previous hospitality or travel industry experience required; onboard operations experience is a plus

KNOWLEDGE AND SKILLS:

Website and online tutorial design and development skills Knowledge of in-role and scenario-based instructional course development


Development of self-taught and instructor led high-tech product end-user and technical personnel training from the initial analysis and design through evaluation and revision after delivery

Accepts accountability welcomes feedback and manages individual and project team execution to deliver positive results

Strong people skills positive effectively builds relationships and encourages collaboration to produce positive results Embraces change and positively influences others to welcome change

Excellent written and verbal communications skills grammar proofing and editing skills; and strong ability to convert technical information into easy-to-understand documents (eg Word Excel MS PowerPoint)

Able to present effectively to small and large audiences

PHYSICAL DEMANDS:

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 Ability to see (visibly) computer monitors use fingers hear customers via phone and in person Specific vision abilities required include close vision and ability to adjust focus The employee is regularly required to sit stand write review type reports compile data and operate a PC The employee regularly moves about the office complex and may climb descend lift or move 10 pounds

WORK ENVIRONMENT:

* 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 A high noise level is possible if visiting shipboard or offsite locations The work level in the work environment is usually moderate 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 RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment