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 Fleet Performance Team has an exciting career opportunity for a full time Senior Analyst reporting to the Sr. Director Onboard & Ancillary Revenue
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Position Summary:
The Senior Analyst of Fleet Performance is responsible for measuring key performance indicators of the hotel operations team including NPS, financial performance including onboard revenue, food cost, consumables, and replaceables. The position will closely monitor the pulse of customer satisfaction through reporting, advanced text analytics, root cause analysis and understanding the drivers of Silversea Net Promoter Score (NPS). The role works alongside the Operational leaders in the Hotel and Marine Operations, Corporate and Shipboard, to deliver superior performance by implementing key operational management tools and analysis. Focus areas include, but are not limited to the Shipboard Bonus program, Balanced Scorecard, Guest Electronic Comment Card, KPI dashboards, reporting, and management.
This position will report onsite in Miami, FL
Essential Duties and Responsibilities:
- Develop understanding of the full range of data sources involved in reporting onboard and hotel performance including revenue, costs, guest sentiment, operational records, and others; recommend and drive evolution of these data sources to support business needs
- Develop performance reporting and analytics on the financial performance of operations including Onboard Revenue, Future cruise, Food Cost, Beverage Cost, Labor efficiency, dining room efficiency, consumables, replaceable and inventories.
- Development and management of Silversea Guest Satisfaction electronic comment cards program.
- Develop and maintain standard and Ad-hoc Guest Satisfaction reporting to support Operation
- Conduct in depth analysis on Guest feedback; make recommendations to help achieve Net Promoter Score (NPS) & other key Guest Satisfaction metrics annual goals.
- Run Ad-hoc analysis on various parts of the operation including Food and Beverage, Entertainment, Onboard Revenue, Guest Services, Housekeeping, Accommodation Maintenance.
- Responsible for Guest Satisfaction Target setting and forecasting based on different sourcing / itinerary changes and operational improvements/efficiency.
- Ensure accuracy of all reporting and regularly validate findings
- Proactively report findings to all stakeholders included senior leadership, and partner on action items, measuring progress
- Partnering with Hotel Directors to help understand Fleet's performance and develop action plans to improve results in support of Operations strategies.
- Develop, implement, analyze and report monthly, quarterly & annual Shipboard Operation KPIs, thru Balanced Scorecard tool.
- Manage Silversea Fleet Operation Bonus plan along with the Compensation team.
- Prepare Senior Leadership presentations.
- 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, Knowledge and Skills:
- Four-year bachelor's degree in business administration or similar background with at least 7-10 years of experience in financial/business analysis, statistical analysis, key performance indicators, process mapping, and a project driven environment.
- Previous cruise experience preferred.
- MBA preferred.
- Advance Excel, Access, Word, PowerPoint, and PowerBI; Strong understanding of Operations and continuous improvement principles.
- Knowledge of Hyperion preferred.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with little to no guidance and must be a self-starter with the ability to work both independently and in a team environment.
- Able to motivate and manage a team through multiple projects and changes.
- Excellent project management skills, including the ability to manage, lead, facilitate and organize multiple small and large projects that run in tandem.
- Able to define problems, collect data, establish facts, and draw valid conclusions.
- Able to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Able to read, analyze, and interpret business documents, as well as common scientific and technical journals, financial reports, and legal documents.
- Ability to respond to inquiries from other departments, customers, or members of the business community.
- Must possess advanced communication skills, both oral and written. Must be able to communicate effectively at all levels.
- Able to clearly and effectively present information to top management, public groups, and internal / external teams shipboard and shoreside.
- Must be detail oriented to ensure accuracy in analysis and presentations along with strong operational focus.
- Critical thinker, who demonstrates drive to improve processes where appropriate.
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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