Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Cruise and travel privileges
health benefits
401(k)
Employee stock purchase plan
training and professional development
tuition and professional certification reimbursement
rewards and incentives
Job Description
Princess Cruises is a leading cruise vacation company renowned for delivering exceptional guest experiences across its fleet of ships sailing to captivating destinations worldwide. As part of the Holland America Group, Princess Cruises epitomizes dedication to quality, safety, and customer satisfaction within the global travel and hospitality industry. The company not only offers cruising adventures but also prides itself on fostering a culture of integrity, inclusiveness, and environmental responsibility. Princess Cruises provides a dynamic and rewarding work environment where employees are encouraged to grow professionally while contributing to memorable guest journeys.
The role of Senior Manager, Guest Experience & Onboa... Show More
The role of Senior Manager, Guest Experience & Onboa... Show More
Job Requirements
- Bachelor's degree in business, hospitality management or related field
- Minimum of seven years experience in marketing, sales, or customer service management within hospitality
- Demonstrated leadership ability managing teams
- Experience in communication with senior management
- Strong problem-solving skills for escalated guest issues
- Proficiency with virtual collaboration tools and technology systems
- Exceptional organizational and project management skills
- Ability to adhere to corporate policies and compliance standards
- Reliable attendance and punctuality
- Professionalism in all interactions and tasks
Job Qualifications
- Master's degree preferred, Bachelor's degree required, with focus in business, hospitality management or related field
- 3-5 years experience communicating with Director level and above management
- Seven or more years of marketing, sales, or customer service management experience in hospitality
- Shipboard guest relations experience is a plus
- Strong leadership skills and ability to manage team performance
- Ability to effectively manage and resolve escalated issues
- Excellent organizational and project management skills
- Proficient in supporting virtual teams and using collaborative tools
- Solid technical expertise with applicable systems
Job Duties
- Partner with the Guest Experience team to maintain seamless Onboard Experience Support alignment
- Provide direct support to Hotel Services Directors and shipboard management, leading onboard initiatives such as the Shipboard Empowerment program
- Review escalated issues and drive resolutions in partnership with stakeholders
- Lead critical special projects in collaboration with the VP of Hotel Operations to enhance guest experience
- Develop and analyze trend reports to identify systemic issues and communicate findings to stakeholders
- Lead shoreside teams during escalated incidents and manage historical compensation precedents
- Manage and support the Onboard Experience Support frontline leadership team through coaching, workflow management, and career development
- Collaborate with internal teams and external partners to improve processes and champion system enhancements
- Ensure optimal resource utilization and achievement of performance metrics
- Adhere to corporate policies and procedures including code of conduct and audit requirements
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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