Celebrity Cruises, Inc.Fleet Director of Service Excellence
Jan. 2020 - Aug. 2022GlobalMy Responsibilities:
~ Sustaining the strong partnership between Celebrity Cruises and Forbes Travel Guide.
~ Partnering with our Captain’s, Hotel Directors, and shipboard teams to deliver consistently on our internal service culture and Forbes Travel Guide standards across all 13 ships in our fleet.
~ Communicating the Forbes Travel Guide standards in an engaging and memorable way to all shipboard teams through learning experiences, support resources and on-the-job coaching to members of the shipboard teams at all levels.
~ Arranging all planning, logistics and execution of shipboard Forbes Travel Guide training with their L&D Teams.
~ Conducting comprehensive internal evaluations, providing feedback, and building targeted action plans that support operational leadership to build consistency in the delivery of our service output. My Achievements:
~ Designed and developed a blended learning program that supports leaders across the fleet to have confident conversations with their team about the Forbes Travel Guide standards by enhancing their operational training skills.
~ Built and implemented a fully digital internal evaluation tool allowing our shipboard operational leaders to efficiently identify where their areas of opportunity are and act upon them to directly improve service output and build consistency.
~ Created over 100 support resources including training materials, video content and operational guides.
~ Built a completely bespoke program of daily bite-sized learning experiences for our teams of shipboard Butlers.