Description

The Senior Manager, Destination Experience & Operational Excellence is responsible for elevating guest experiences and ensuring operational consistency across all Carnival-owned destinations. This role integrates two core pillars:

1. On-Premise Guest Experience: develop and manage differentiated on-island guest experiences, paid amenities, and product standards; coordinate cross-brand inventory allocation; oversee on-premise (day of call) sales operations; and partner with brands to maximize revenue, exclusivity, and guest satisfaction.

2. Operational Excellence & Standardization: drive the creation, deployment, and governance of standardized operational protocols and HESS systems.

This role ensures alignment with corporate standards, regulatory requirements, and brand expectations, while delivering memorable guest experiences and building a cohesive operational culture globally. With cross-functional and cross-destination influence, the Sr. Manager plays a key role in shaping strategic investment roadmaps, optimizing P&L performance, and transforming destination operations for long-term scalability.

Essential Functions:

Guest Experience Standards & Paid On-Premise Product Leadership:

Establish and maintain brand standards for paid experiences, amenities, FF&E, service levels, and product definitions across all corporate destinations.
Ensure differentiation and elevated service delivery when competitor brands call on the same day.
Guide local teams to execute consistent, high-quality guest experiences aligned with brand expectations and corporate safety requirements.

Cross-Brand Coordination & On-Premise (day of call) Sales Optimization:

Manage allocations and reallocation processes across brands for on-premise paid experiences.
Oversee on-island sales operations, ensuring alignment with pre-booked Shorex products and maximizing conversion and utilization.
Use analytical insights to support inventory decisions.

Investment Planning, Capex Management & Project Delivery:

Work with Port Directors, Brand teams, and General Managers to define investment roadmaps and capacity expansion opportunities.
Build business cases and project manage approved investments from planning through deployment, including guest communications and go-live coordination.

Operational Standardization & Policy Governance:

Develop, implement, and enforce standardized operational guidelines for guest activities, general procedures, and destination-wide operations.
Deploy and maintain a central platform for policies, procedures, and compliance documentation across all corporate destinations.

Safety Systems, HESS-MS & Compliance:

Conduct regular audits of HESS procedures, product safety, facility compliance, and guest experience.
Maintain and enhance a standardized HESS Management System and ensure adherence to brand and regulatory standards.
Provide training and tools that support safe operations and a culture of accountability.

Knowledge, Skills, and Abilities:

Bachelor's Degree in Business administration, Hospitality and Tourism management, Data analytics, Business intelligence, Economics, Finance.
Master's Degree a plus.
7-10 years of destinations operations and revenue management, cruise industry experience, analytics and strategic insights.

Qualifications:

Knowledge of Microsoft (PowerPoint, Excel, Power BI including email & office tools).
Understanding of data analytics, with ability to make strong data modelling, and forecasting skills.
Proven experience in managing projects and multiple stakeholders within a corporate environment.
Ability to partner with various leadership levels and collaborate with remote employees.
Experience with tour operations or cruise/hospitality sectors.
Strong attention to detail and commitment to maintaining high guest experience standards.
Strong communication, organizational and management skills to drive the vision across different groups.

Physical Demands: Requires regular movement throughout company facilities.

Travel: More than 50% non-shipboard travel likely

Work Conditions: Work may require employee to work inside and/or outside with exposure to changing climate and/or operate machinery.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

Health Benefits:
- Cost-effective medical, dental and vision plans
- Employee Assistance Program and other mental health resources
- Additional programs include company paid term life insurance and disability coverage
Financial Benefits:
- 401(k) plan that includes a company match
- Employee Stock Purchase plan
Paid Time Off
- Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
- Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
- Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Other Benefits
- Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
- Personal and professional learning and development resources including tuition reimbursement
- On-site Fitness center at our Miami campus

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Manager Sr., Destination Experience & Operational Excellence

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