Paul Boxall
Corporate Senior Director of Guest Operations @Princess Cruises
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WORK HISTORY
Corporate Senior Director of Guest Operations @Princess Cruises
Santa Clarita, CA, US
Responsible for the delivery of our overall guest experience and the performance of the Hotel General Managers, achieved largely through on-site visits and Net Promoter analysis• Leadership of the financial analyst team to deliver annual budgets, monthly forecasts, trend analysis of food, bar & hotel costs, food and dining revenue and creation of strategies for business development.• Responsibility for the development and implementation of the hotel People Strategy (to include Talent Acquisition, Workforce Management, Learning & Development, compensation strategies and trend reporting)• Development, implementation and compliance management of hotel Standard Operating Procedures and HESS policies• Leadership of the Guest Service team and owner of the brand\'s Guest Experience program, CRUISE• Establish annual multi-million dollar targets with initiatives to achieve financial goals.• Responsible for guest ratings analysis and developing a problem resolution culture that drives service recovery scores• Drive the corporate loyalty program to encourage brand allegiance.• Drive future cruise sales and lead digital content and marketing operations.• Manage the on board inventory level of all hotel, food & bar supplies.• Represent the Guest Operations team on new-build and innovation projects
EDUCATION
Bournemouth University
Hotel Management (course taken in the UK), All aspects of Hotel Operations
SKILLS
ABOUT PAUL BOXALL
Having dedicated my career to the hospitality industry, I have been able to drive guest experience, strategy development, revenue generation, cost control, innovation, compliance and quality assurance. My current leadership role with Princess Cruises has allowed me to focus on the following: GUEST SERVICE: develop guest experience programs, service standards and employee training programs to ensure we build guest loyalty through memorable vacations and provide a caring service with empathy that solves problems and rewards employees. PRODUCT DEVELOPMENT & DELIVERY: develop guest programs and ensure that product delivery surpasses guest expectations and company goals through on-site visits and a well defined QA program. STRATEGIC PLANNING: translate vision into goals and create steps to achieve them. This has culminated in the reorganization of department structures & processes and programs to better meet the needs of our guests and the financial goals of the corporation. STANDARD OPERATING PROCEDURES: develop, deliver and monitor policies to maintain product and service consistency. DELIVER SHAREHOLDER VALUE: manage revenue and inventory programs against targets to meet financial goals utilizing sales, marketing and cost control skills. BUILDING CAREERS: develop recruiting, talent management, career path and recognition programs at all employee levels to build the skills, knowledge & leadership of our international team. Skills: Guest Service, Workforce Management, Service Recovery, Talent Development, Contracts, Financial Management, Strategic Planning, Product Implementation, Quality Assurance, Talent Acquisition, Sales & Marketing, Policy Development & Management, Competitive Analysis, Inventory Management, Risk Management
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