Your Purpose
At MSC Cruises, our Hotel Directors are responsible for leading the entire Hotel operations onboard, ensuring exceptional guest experiences while delivering operational excellence and sustainable financial performance.
As a senior leader, you will oversee all Hotel Departments, ensuring the consistent delivery of MSC Cruises' product standards while creating memorable experiences for every guest.
You will inspire, coach and develop a multicultural team, fostering a culture of accountability, collaboration and continuous improvement. Through your leadership, you will balance guest satisfaction, commercial performance, operational efficiency and cost control, ensuring the successful execution of the Company's strategy and brand promise.
Your Impact
As Hotel Director, your leadership has a direct impact on the overall success of the vessel.
You will be accountable for:
- Driving an exceptional Guest Experience throughout the entire guest journey.
- Maximizing Guest Satisfaction and Net Promoter Score (NPS).
- Leading effective Guest Recovery initiatives, ensuring timely resolution of complex guest concerns while protecting guest loyalty and the reputation of MSC Cruises.
- Ensuring consistent delivery of MSC Cruises' Product Standards across all Hotel Departments.
- Achieving Onboard Revenue (OBR) targets by identifying commercial opportunities while maintaining an outstanding guest experience.
- Managing operational budgets through disciplined cost control, financial accountability and resource optimization.
- Driving a high-performance culture through the effective monitoring and delivery of operational, financial and guest satisfaction KPIs.
- Creating an inclusive, high-performing and engaged culture by fostering collaboration, accountability and continuous development, empowering teams to deliver exceptional results consistently.
- Leading, developing and engaging a large multicultural team while building a strong succession pipeline for future leadership roles.
- Ensuring the highest Public Health standards across all Hotel operations, driving compliance with Company policies and applicable regulations while fostering a strong culture of prevention and accountability.
- Collaborating closely with the Master, Chief Engineer and shoreside teams to ensure safe, efficient and seamless operations.
Promoting continuous improvement, innovation and operational excellence across the Hotel Division.
Your Journey So Far
To be successful in this role, you bring:
- Proven leadership experience managing large multicultural teams within the cruise industry.
- A strong track record of delivering outstanding Guest Experience while consistently improving Guest Satisfaction and Net Promoter Score (NPS).
- Extensive operational knowledge across all Hotel Departments, ensuring excellence in service delivery and product consistency.
- Demonstrated success in managing Hotel budgets, controlling costs and delivering sustainable financial performance.
- Experience driving commercial performance through the achievement of Onboard Business Revenue (OBR) objectives.
- Proven ability to analyse operational and financial KPIs and translate insights into measurable business improvements.
- Strong coaching, mentoring and talent development skills with a passion for building future leaders.
- Excellent decision-making, stakeholder management and problem-solving abilities in a fast-paced and dynamic environment.
A leadership style that promotes accountability, collaboration, innovation and continuous improvement while embodying the values of MSC Cruises.
Your Essentials
To be considered for this position, applicants must meet the following essential criteria:
- Proven experience as a Hotel Director within the cruise industry, preferably with a major cruise line operating large-scale vessels.
- Strong understanding of Guest Experience management, and Net Promoter Score (NPS) performance.
- Proven ability to deliver cruise product standards across all Hotel Departments.
- Demonstrated success in achieving Onboard Revenue (OBR) objectives while maintaining exceptional guest satisfaction.
- Strong financial acumen, including budgeting, forecasting, cost control and financial planning.
- Experience leading performance through the effective management of operational, financial and guest satisfaction KPIs.
- Proven ability to lead, coach and develop large multicultural teams.
- Excellent communication, influencing and stakeholder management skills.
- Strong analytical, organizational and decision-making capabilities.
Fluency in English; additional languages are considered an advantage.
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
