Sr Asst Purser (Guest Services Manager)

Key Responsibilities

As Guest Services Manager, you will have the opportunity to inspire a guest-centric culture that drives service excellence, operational efficiency, and innovation. You will be part of a company that prioritizes the safety and well-being of both guests and teammates, while promoting a collaborative and inclusive work environment.

Lead a Team of Guest Service Professionals: 

• Mentor and coach the Guest Services team to consistently exceed expectations through genuine, personalized interactions and frictionless experiences.

Own the Guest Services Operation: 

• Ensure smooth operations and drive high levels of guest satisfaction by overseeing the Guest Services desk, CrewCall Chat, and Telephone Center.

Service Excellence & MedallionClass: 

• Promote and empower the use of MedallionClass technology to enhance the guest experience, ensuring that Service Excellence standards are maintained across all touchpoints.

Guest Issue Resolution: 

• Take ownership of resolving guest complaints and issues, ensuring that all concerns are addressed in a timely, professional manner.

Operational Efficiency: 

• Lead the implementation and execution of operational best practices in partnership with shipboard leaders, consistently striving for continuous improvement and efficiency.

Financial Oversight: 

• Maintain accuracy in guest payments and folio management, ensuring all financial processes are followed.

Team Development: 

• Foster an inclusive culture and drive the continuous training and development of your team, encouraging career progression and innovation.

Safety and Compliance: 

• Ensure the safety and well-being of guests and crew by maintaining compliance with HESS policies and health standards.

Skills, Knowledge & Expertise

• Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not always required). 
• Minimum of 3–5 years of experience in a senior guest services role within the cruise industry, with a proven track record of success.
• Demonstrated ability to lead and develop diverse teams, driving high levels of performance, with enhanced leadership capabilities.
• A genuine passion for delivering exceptional service and creating unforgettable experiences for guests.
• Strong knowledge of hotel and cruise operations, with expertise in managing service recovery, communication, and performance tracking.
• Skilled in handling escalated guest issues with professionalism, tact, and a solution-oriented approach.
• In-depth understanding of public health standards, ensuring a safe and compliant environment at all times.
• Adept at managing change and fostering a positive, adaptive work environment.
• Solid communication skills in English, ensuring clear, effective interactions with guests and team members alike.
• Adaptability and flexibility to adjust to the unique environment and demands of working at sea.
• Willingness to work onboard a cruise ship for extended periods (usually up to 6 months).
• Ability to work in a multicultural environment, handling crew from various countries.

Job Benefits

Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:

• A competitive salary package.
• Your own comfortable single cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.