Senior Lead, Hotel Operations

Royal Caribbean Group · Miami

This position is on – site in our Royal Caribbean Headquarters 1050

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 Royal Caribbean International brand has an exciting career opportunity for a full-time Senior Lead, Hotel Operations reporting to the Director, Private Destinations Operations.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

Position Summary

In this position, you would support global attraction governance by managing technical documentation, analyzing operational and risk data, and helping keep policies, procedures, training, and compliance materials current. You would partner with internal teams, shipboard and destination leaders, vendors, inspectors, and industry groups to strengthen attraction safety, operational readiness, and continuous improvement across the fleet and private destinations.

Essential Duties and Responsibilities

Develop, write, revise, administer, and maintain attraction-related documentation, manuals, standards, procedures, and supporting records to ensure company policies and procedures remain current, organized, accessible, and aligned with applicable regulatory requirements, manufacturer guidance, industry standards, and internal governance expectations.

Partner with the subject matter experts, operators, maintenance teams, safety professionals, public health, risk management, legal, training, product development, newbuild, shipboard leadership, destination leadership, vendors, and third-party inspectors to gather source information, validate technical content, track revisions, coordinate reviews, and support publication of clear, accurate, and operationally practical attraction policies, procedures, and job aids.

Analyze incident, inspection, maintenance, claims, audit, training, and operational performance data to identify trends, emerging risks, recurring deficiencies, and opportunities for continuous improvement across attractions, ships, private destinations, and related guest experiences.

Prepare data-driven reports, presentations, dashboards, summaries, and recommendations for leadership to support informed decision-making, risk prioritization, corrective action planning, resource allocation, and lifecycle management of attraction assets.

Partner with stakeholders to develop, review, revise, and implement policies, procedures, standard operating procedures, risk assessments, emergency response protocols, signage requirements, inspection standards, maintenance expectations, and training materials designed to reduce operational, safety, guest, employee, and business risk.

Maintain and support attraction training programs, competency requirements, job aids, and compliance tracking processes by coordinating updates, monitoring completion data, identifying gaps, and escalating concerns to leadership and program owners as appropriate.

Coordinate with multiple departments and stakeholders, including Product Development, Construction, New Build, Operations, Maintenance, Risk Management, Legal, Claims, Public Health, Safety, Security, Procurement, Learning and Development, shipboard leadership, destination leadership, and external partners to support attraction governance throughout design, construction, commissioning, operation, inspection, maintenance, modification, and incident management.

Track corrective actions, document owners, review cycles, approvals, open issues, and follow-up items to support accountability, timely completion, and consistent implementation of risk mitigation measures across the attraction lifecycle.

Communicate with attraction manufacturers, inspection companies, consultants, training providers, and other vendors to obtain technical documentation, clarify requirements, coordinate reviews, support issue resolution, and ensure vendor recommendations are evaluated and incorporated into company processes as appropriate.

Monitor amusement, aquatics, recreation, public safety, accessibility, maintenance, and risk management industry practices, standards, technologies, and emerging trends; summarize potential impacts and recommend updates that strengthen company procedures and improve guest and employee safety.

Represent the company, as assigned, in amusement industry meetings, training events, conferences, vendor discussions, working groups, and professional forums to gather insights, benchmark practices, maintain relationships, and share relevant findings with leadership and internal stakeholders.
Support investigations, audits, inspections, and post-incident reviews by gathering records, organizing evidence, documenting lessons learned, conducting follow-up analysis, and assisting with recommendations to prevent recurrence and improve operational controls.

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

Bachelor’s degree in business administration, data analytics, information systems, operations management, safety, risk management, hospitality, recreation, engineering technology, or a related field preferred; equivalent combination of education, technical training, and relevant experience may be considered.
Minimum of 5 years of experience in document administration, technical writing, data analysis, operational reporting, compliance tracking, project coordination, governance support, or a related analytical role, preferably within attractions, hospitality, cruise, theme park, recreation, maritime, public safety, maintenance, or regulated operational environments.
Demonstrated ability to translate complex operational, technical, safety, maintenance, inspection, manufacturer, regulatory, and industry standard information into clear, concise, accurate, and practical documents for diverse audiences, including frontline employees, supervisors, managers, leaders, vendors, and cross-functional support teams.
Advanced working knowledge of Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, Teams, Outlook, and OneDrive, with the ability to organize records, manage version-controlled documents, support collaboration, and produce professional reports and presentations.
Demonstrated ability to use Microsoft Power Platform tools, including Power BI, Power Apps, Power Automate, and Microsoft Forms, to collect, store, validate, analyze, automate, visualize, and present operational, safety, training, inspection, maintenance, audit, claims, and compliance data.
Experience developing, maintaining, or supporting data collection tools, workflows, trackers, dashboards, scorecards, and automated notifications using Microsoft Power Platform, Smartsheet, SharePoint Lists, Excel, or comparable business intelligence and project management applications.
Ability to build and maintain Smartsheet solutions, including sheets, forms, reports, dashboards, update requests, automated workflows, dependencies, attachments, approvals, and status tracking to support accountability, governance, corrective actions, and leadership visibility.
Strong analytical skills with the ability to review large or varied data sets, identify trends, detect gaps or inconsistencies, summarize findings, and convert data into clear insights, recommendations, and action plans for operational leaders and cross-functional stakeholders.
Ability to design and deliver concise reports, dashboards, executive summaries, presentations, and visual management tools that support risk prioritization, corrective action planning, compliance monitoring, resource allocation, and continuous improvement.
Working knowledge of document control principles, including document ownership, revision history, review cycles, approvals, publication readiness, retention, access control, naming conventions, and records management.
Ability to read, interpret, organize, and summarize technical documentation, inspection reports, incident records, audit findings, maintenance records, manufacturer guidance, training records, legal or claims materials, and regulatory or industry standard requirements.
Strong written and verbal communication skills, with the ability to translate technical, operational, and data-based information into practical business language for leadership, shipboard teams, destination teams, vendors, and internal support departments.
Demonstrated ability to coordinate with multiple stakeholders, gather source information, track deliverables, follow up on open items, support review meetings, document decisions, and maintain accurate records in a fast-paced, deadline-driven environment.
Strong attention to detail, organization, confidentiality, professional judgment, and follow-through, with the ability to manage competing priorities while maintaining accuracy and consistency in documentation, data, and reporting.
Basic understanding of attraction operations, amusement or aquatic safety, maintenance, inspection, emergency response, accessibility, public health, training, or risk management practices preferred.
Ability to travel to ships, private destinations, project sites, vendor locations, training events, inspections, audits, or industry meetings as business needs require.

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.

We are committed to providing equal employment opportunities and to providing reasonable accommodation to support candidates with disabilities during our hiring process. If you need a reasonable accommodation, please reach out to us at hraccess@rccl.com. This email is for disability-related accommodation requests only.

More jobs at Royal Caribbean Group · Food & Hospitality jobs in Miami