Director, Brand Quality Private Destinations

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Private Destinations Team has an exciting career opportunity for a full time Director, Brand Quality Private Destinations reporting to the Vice-President, Private Destinations.

This position will work onsite in Miami, Florida

Position Summary:

In this position, you would play a pivotal role responsible for ensuring all operations meet the highest standards of excellence, thereby delivering exceptional guest experiences. This position is tasked with developing and implementing comprehensive quality assurance strategies that align with the company's brand vision and goals. Specifically, you would focus on maintaining and improving service quality, guest satisfaction, and operational efficiency across all departments. In this capacity, you would oversee the development and execution of guest service quality control processes—such as inspections, audits, and testing—ensuring that experiences consistently exceed guest expectations. Furthermore, you would define, maintain, and enforce specific brand standards for Private Destinations and Royal Beach Clubs, ensuring adherence across all products and services.

Additionally, you would be responsible for equipping team members and partners with the necessary tools and knowledge to uphold brand quality. This includes standardizing communication protocols with third-party partners and establishing a brand academy of excellence to coach and train new hires and third parties. Moreover, you would analyze stakeholder feedback and quality metrics in collaboration with the Business Performance Manager to identify areas for improvement and implement corrective actions with Senior Leadership. Other responsibilities encompass preparing and presenting quality performance reports to Senior Leadership, regularly reviewing third-party partner performance, recommending new partnerships as needed, and staying updated on industry trends and best practices. Through these efforts, you would integrate innovative quality management techniques into the organization's processes, thereby ensuring ongoing excellence and continuous improvement.

Essential Duties and Responsibilities:

• Develop and implement comprehensive quality assurance strategies that align with the company's brand vision and goals.

• Ensure that all aspects of the Private Destinations and Royal Beach Club operations meet high standards of excellence and provide exceptional guest experience. Focus on maintaining and improving service quality, guest satisfaction, and operational efficiency across all departments.

• Support the Travel Management to develop and implement standard operating procedures (SOPs) for all departments with Department Heads to drive quality assurance and brand standards within the operation. Lead, mentor, and develop the quality assurance team, fostering a culture of continuous improvement and excellence.

• Build and manage the team at the corporate level as well as on the ground in each of the destinations.

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• Ensure all products and services comply with industry regulations, company policies, and brand guidelines at all private destinations and Royal Beach Clubs.

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• Oversee the development and execution of guest service quality control processes, including inspections, audits, and testing.

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• Ensure experiences exceed guest expectations by maintaining high standards of quality and service.

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• Define, maintain, and drive specific brand standards for Private Destinations and Royal Beach Clubs. Guarantee adherence to brand standards across all products and services.

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• Provide the necessary tools and knowledge to team members and partners to uphold brand quality.

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• Standardize communication protocols between Royal and third-party partners to ensure consistency and clarity.

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• Establish a brand academy of excellence to coach and train third parties and new hires for all private destinations and Royal Beach Cubs.  

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• Analyze stakeholder feedback and quality metrics with the Business Performance Manager to identify areas for improvement and implement corrective actions with Senior Leadership.

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• Prepare and present quality performance reports to Senior Leadership, highlighting key metrics, trends, and improvement initiatives.

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• Regularly reviews performance of third-party partners with senior leadership to ensure consistent delivery of high-quality products and service. Recommends new partnerships as applicable.

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• Stay updated on industry trends and best practices, integrating innovative quality management techniques into the organization's processes.

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• Evaluate the financial impact of quality improvement projects and initiatives.

• Develop and manage the quality assurance budget, ensuring that all activities are funded appropriately.

• Monitor expenditures to ensure they align with the budget and identify opportunities for cost savings without compromising quality.

Qualifications, Knowledge and Skills:

• Bachelor’s degree in quality management, Business Administration, Engineering, or a related field. A Master’s degree is preferred.

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• Minimum of 5 years of hospitality, themed attractions, cruise line, or restaurant experience in a leadership role.

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• Minimum of 10 years of experience in quality assurance, with at least 5 years in a leadership role.

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• Relevant certifications such as Six Sigma ISO, or other quality management certifications are highly desirable.

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• Ability and willingness to travel internationally.

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• Strong analytical and problem-solving skills.

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• Excellent leadership and team management abilities.

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• Exceptional communication and interpersonal skills.

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• Proficiency in quality management software and tools.

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• Ability to work collaboratively with cross-functional teams.

Physical Requirements:

While performing the duties of this job, you would be regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste and smell. You would be required to frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. All Destination Team Members must be physically able to participate in emergency life-saving procedures and drills. Full use/range of motion of arms and legs as well as full visual, verbal, and hearing abilities are required to receive and give instructions in the event of an emergency.

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.

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