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- Tasks: Oversee and enhance the onboard guest experience across cruise ships.
- Company: Dynamic cruise company focused on exceptional guest experiences.
- Benefits: 20 days holiday, discounts, hybrid working, and birthday off after a year.
- Other info: Opportunity for international travel and career growth in a vibrant environment.
- Why this job: Lead innovative projects and create unforgettable experiences for guests.
- Qualifications: 3+ years in management, strong leadership, and problem-solving skills.
The Product Delivery Manager is responsible for overseeing and delivering the complete onboard guest experience across assigned cruise ships. Working in line with company standards and guest expectations, the role ensures the successful preparation, execution, and continuous improvement of the onboard product and service offering.
In partnership with the Head of Guest Experience, Head of Hotel Operations, Procurement, and the Chief Experience Officer (CXO), the Product Delivery Manager ensures operational excellence, brand consistency, achievement of KPIs and revenue targets, and the delivery of an exceptional cruise experience for every guest.
Key Responsibilities
- Guest Experience & Product Delivery
- Take full ownership of the end-to-end onboard guest experience, ensuring delivery aligns with corporate standards and brand expectation.
- Work closely with internal stakeholders to maintain onboard service standards, ensure compliance with operational procedures, and identify priorities for ship improvements.
- Collaborate with the Head of Guest Experience, Group Head of Hotel Operations, Procurement, and the CXO to develop and implement the Guest Experience brand strategy in a way that is operationally deliverable onboard.
- Monitor onboard product delivery performance and ensure consistent compliance with agreed standards.
- Review guest feedback, surveys, analytics, and comment forms to identify improvement opportunities and implement corrective action plans.
- Support the development and implementation of new product and service enhancements across the fleet.
- Operational Performance
- Act as the primary point of contact for Hotel Directors and Guest Services Managers on all product and service-related matters.
- Monitor ship performance across guest satisfaction, onboard revenue, operational KPIs, and compliance measures.
- Produce monthly operational performance reports for the CXO and senior leadership team.
- Analyse onboard product delivery and revenue performance to ensure optimal execution across assigned vessels.
- Review operational dashboards and work collaboratively with onboard and shoreside teams to drive continuous improvement and operational excellence.
- Review daily operational logs to ensure smooth cruise operations and provide recommendations to onboard management teams.
- Audits, Projects & Ship Support
- Conduct regular ship visits to audit standards, support onboard teams, and ensure consistent product delivery.
- Coordinate Mystery Shopper audits and manage all follow-up actions and improvement initiatives.
- Support the planning and operational delivery of charter cruises in collaboration with the CXO.
- Develop project plans and recommendations for hotel refurbishment and enhancement projects.
- Manage weekly hotel snagging lists and work closely with Technical Officers to ensure all hotel equipment and facilities are maintained to required standards.
Key Skills & Experience
- Minimum of 3 years’ management experience within a full-service hotel, resort, or cruise ship environment in a senior operational role.
- Previous cruise ship experience is preferred but not essential.
- Strong organisational, leadership, and problem-solving abilities.
- Excellent verbal and written communication skills in English.
- Proficient in Microsoft Office and onboard PMS systems such as Resco or equivalent.
- Ability to analyse operational performance and make data-driven decisions.
- Confident, accountable, proactive, and results-oriented approach.
- Flexible and willing to travel regularly, including working weekends as required.
- Committed to promoting a positive “can do, will do, with pleasure” service culture.
Key Performance Indicators (KPIs)
- Onboard Revenue Margin (ONB REV) – performance-related bonus applicable.
- Onboard & Shoreside Operational Cost Performance (OPEX).
- Onboard & Shoreside Guest Satisfaction / Net Promoter Score (NPS).
- Product Delivery Compliance & Brand Standards.
- Mystery Shopper Audit Results.
- Operational Improvement & Project Delivery Metrics.
Benefits
- 20 days holiday – increasing annually to 25 + bank holidays.
- Access to Sage Benefits offering many retail, gym, cinema discounts as well as a GP and personal counselling and advice, wellbeing.
- Employee of the month reward.
- Company performance annual reward.
- Ex UK Cruise after 6 months to enjoy.
- 1 day off for your birthday after 1 year.
- Friendly, open office environment as well as hybrid working pattern.
Please note: Must be able to travel internationally and drive due to travel requirements. Ideally have a revenue and guest experience background.
Product Delivery Manager employer: All Talent Solutions Ltd
Contact Detail:
All Talent Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to people in the cruise industry, especially those who work in guest experience or hotel operations. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a job fair or an informal meetup, be ready to discuss your past experiences and how they relate to the Product Delivery Manager role. Bring examples of how you've improved guest experiences or operational performance.
✨Tip Number 3
Don’t just apply anywhere; apply through our website! It shows you're genuinely interested in the company and makes it easier for us to spot your application. Plus, we love seeing candidates who take that extra step!
✨Tip Number 4
Prepare for interviews by researching the company’s brand strategy and recent initiatives. Be ready to discuss how you can contribute to enhancing the onboard guest experience and achieving those KPIs. Confidence is key!
We think you need these skills to ace Product Delivery Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Delivery Manager role. Highlight your experience in guest experience and operational excellence, as these are key to what we’re looking for!
Showcase Your Skills: Don’t forget to emphasise your organisational and leadership skills. We want to see how you’ve successfully managed teams and improved service delivery in previous roles.
Be Data-Driven: Since analysing operational performance is crucial, include examples of how you've used data to make decisions or improve processes. This will show us you can think critically and drive results.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team!
How to prepare for a job interview at All Talent Solutions Ltd
✨Know Your Guest Experience
Dive deep into the guest experience aspect of the role. Familiarise yourself with the company's brand standards and think about how you can enhance the onboard experience. Be ready to discuss specific examples from your past roles where you've improved guest satisfaction or operational performance.
✨Showcase Your Collaboration Skills
This role requires working closely with various stakeholders. Prepare to share instances where you've successfully collaborated with different teams, such as hotel operations or procurement. Highlight your ability to communicate effectively and drive results through teamwork.
✨Data-Driven Decision Making
Since analysing operational performance is key, brush up on your data analysis skills. Be prepared to discuss how you've used data to inform decisions in previous roles. Bring examples of how you've monitored KPIs and implemented changes based on feedback or analytics.
✨Be Ready for Problem-Solving Scenarios
Expect situational questions that assess your problem-solving abilities. Think of challenges you've faced in previous positions, particularly in a hospitality or cruise environment, and how you overcame them. Show that you're proactive and can handle unexpected issues with a positive attitude.