Gemma Luxford

Driven by a passion for outstanding customer experiences and operational excellence, I bring nearly 20 years of frontline leadership across global travel and government sectors. Skilled in crisis management, brand delivery, leadership, and financial performance, I combine a hands-on leadership style with a sharp focus on results.

Royal Caribbean International

2006- PRESENT

Manager Hotel Operations / Guest Services Manager / Marketing & Revenue Manager

• Oversee hotel operations including Guest Services, Housekeeping, Food & Beverage, and Revenue teams.
• Lead cross-functional teams to deliver seamless service and ensure compliance.
• Problem solving, scheduling, budget management and team training 
• Analyze KPIs, operational planning, and drive continuous improvement.
• Act as primary escalation point for service recovery and crisis management.

• Delivered frontline support during the COVID-19 Pandemic, assisting newly unemployed individuals & families navigate financial and employment challenges. 
• Successfully adapted coaching services to virtual and in-person formats during periods of lockdown, maintaining high service levels despite operational restrictions.
• Advocated for vulnerable individuals, ensuring accessibility & support aligned with Equality Act 2020 standards.

A levels, GCSEs and various leadership course certifications.