Fleet Hospitality Director

About the role

The Fleet Hospitality Director leads the delivery of world‑class service across a fleet of ships, ensuring that guest and crew experiences meet Forbes Travel Guide standards. This senior role combines strategic training design, performance monitoring, and cross‑departmental collaboration to elevate hospitality quality fleet‑wide.

Key responsibilities

• Partner with L&D and HR to create tailored training programs that address identified service gaps.
• Drive improvement of Forbes Travel Guide Quality Assessments and Global Partner Ratings across the fleet.
• Analyze previous assessment reports and internal evaluations to pinpoint opportunities and provide targeted support to owners and department leaders.
• Prepare post‑visit elevation planning reports for the Executive Committee and onboard owners.
• Ensure consistent implementation of the Retreat Program service standards, set‑ups, and SOPs.
• Maintain open, strong cross‑departmental communication through a consultative, holistic approach.
• Own the Self‑Evaluation 5‑star Performance Platform, promoting its use and leveraging data to identify performance opportunities.
• Perform other duties as required.

Required profile

• Minimum of 3 years hospitality experience, preferably with expert knowledge of Forbes Travel Guide service standards.
• Proven ability to design, build, and implement training programs for shipboard operations.
• Strong analytical skills for needs assessment, quality service standards, and guest/crew satisfaction evaluation.
• Excellent written and verbal communication in English, with professional presentation skills.
• Experience in report writing and record keeping.

Required skills

• Microsoft Office 365 suite