Manager, Hotel Operations

Position is based on site in Basel, Switzerland.

Journey with us!

Combine your career goals and sense of adventure by joining Celebrity River Cruises' new river cruise initiative based in Basel.

Royal Caribbean Group is pleased to offer a competitive compensation and 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. It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.

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. We are passionate, we are innovative, and we are unstoppable.

The Role

The Manager, Hotel Operations  is responsible for supporting the operational performance of hotel functions across Celebrity River vessels, ensuring the delivery of seamless, efficient, and brand-aligned guest experiences.

The role focuses on driving operational execution, KPI achievement, and continuous improvement, while ensuring that the service culture embodied in The Celebrity Way is consistently upheld onboard. This position works closely with shipboard leaders, Basel-based teams, and third party partners to ensure operations are aligned with Celebrity brand standards, guest expectations, safety and compliance guidelines, and operational goals. 

While operational performance is the primary emphasis, this role also plays a key part in reinforcing service culture and standards, ensuring that elevated hospitality behaviors support the overall guest experience across the fleet. 

Essential Duties and Responsibilities
 

Guest Experience, Insights & Continuous Improvement 

• Monitors ship performance, analyzes guest feedback and Medallia insights, and helps identify trends and opportunities for improvement

• Conducts ship visits to observe guest experience delivery, validate service standards, and provide actionable feedback to leaders

• Supports reporting and communications to the Director, Hotel Operations, including routine operational updates, risk indicators, and recommendations

Operational Performance & Execution

• Supports shipboard hotel operations to ensure delivery of guest and crew experience aligned with Celebrity brand standards and operational objectives

• Helps ensure that each ship operates effectively, efficiently, and profitably, meeting agreed-upon KPIs, including guest satisfaction, safety, and compliance targets

• Works with shipboard and shoreside partners to ensure SOPs and operational playbooks are executed consistently; assists in improvements where gaps are identified

• Participates in planning and execution of itinerary transitions and supports regional product customization as appropriate

Leadership & Collaboration

• Works closely with teams in Marine Operations, HR, IT, Safety & Environment, Revenue, F&B, Guest Services, Housekeeping, and other corporate functions to ensure operational alignment and support

• Models and reinforces The Celebrity Way values and elevated hospitality behaviors to support consistent service delivery

• Collaborates on the integration of training tools, monthly service priorities, onboard communications, and culture initiatives that support onboard performance

• Serves as a key operational liaison between the operations teams in Basel and Miami, and the shipboard teams, ensuring timely communication and follow-through

Financial & KPI Support

• Supports operational performance analysis, KPI oversight, expense awareness, and identification of efficiency improvements

• Contributes to budget and forecasting discussions related operational, revenue generation and crewing needs

Safety & Policy Compliance

• Supports audits, inspections, and compliance follow-up to ensure continuous improvement and operational alignment

• Partners with Marine Operations and ship teams to support ship overall appearance (SOA) initiatives and maintenance follow-up

• Maintains up-to-date knowledge of public health guidelines, safety policies and employee working regulations

Qualifications / Skills

• Bachelor’s degree in Hospitality, Business Administration, or related field. 

• Minimum of 5 years’ hospitality or hotel management experience within the River Cruise industry. 

• Prior experience in shipboard or maritime hospitality operations is highly desirable. 

• Proven leadership skills with experience managing diverse, multicultural teams.

• Strong understanding of guest service standards, hospitality culture, and quality assurance. 

• Familiarity with financial management, budgeting, and KPI analysis. 

• Proficiency in MS Office (Word, Excel, PowerPoint) and hospitality-related software. 

• Ability to travel approximately 25% of the time, including international travel to ships and partner 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.

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, colour, 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.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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