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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 is recognized as one of the world’s leading international premium cruise lines and tour companies, known for carrying millions of guests each year to hundreds of destinations worldwide. As a pioneer of the cruising industry, Princess has built a reputation on the Medallion Class experience, a technology-driven enhancement that sets the company apart from its competitors by delivering seamless, personalized guest experiences across its fleet. Known affectionately as the Love Boat, Princess Cruises appeals to a diverse clientele, offering something to satisfy every taste and travel preference. Princess Cruises combines innovative technology, luxury, and exceptional service standards to create... Show More
Job Requirements
- Bachelor’s degree in hospitality management business administration tourism management or a related field preferred
- Equivalent professional experience in hospitality or guest operations may be considered in lieu of a degree
- Minimum of 7–10 years of progressive leadership experience in hospitality cruise operations guest services hotel operations or another service-driven industry with complex guest-facing environments
- Experience leading or supporting large operational teams and managing guest experience programs that drive satisfaction service recovery and operational consistency
- Ability to analyze guest feedback and operational trends identify root causes of service challenges and implement sustainable improvements across multiple teams or locations
- Experience working cross-functionally with operational partners such as hotel operations food and beverage entertainment and shoreside support functions is essential
- Strong leadership presence sound judgment and the ability to influence cross-functional stakeholders in a complex operational environment
- Strong analytical and problem-solving skills with the ability to interpret operational and guest feedback data to drive informed decisions and continuous improvement
- Strong written and verbal communication skills including the ability to present insights recommendations and operational updates to senior leadership
- Proficiency in Microsoft Office Suite and familiarity with operational reporting tools
- Ability to manage multiple priorities maintain organization and attention to detail
- Ability to travel internationally to support shipboard operations as needed
- Experience within cruise or multi-unit hospitality environments is strongly preferred
Job Qualifications
- Bachelor’s degree in hospitality management business administration tourism management or a related field preferred
- Equivalent professional experience in hospitality or guest operations may be considered in lieu of a degree
- Minimum of 7–10 years of progressive leadership experience in hospitality cruise operations guest services hotel operations or another service-driven industry with complex guest-facing environments
- Experience leading or supporting large operational teams and managing guest experience programs that drive satisfaction service recovery and operational consistency
- Ability to analyze guest feedback and operational trends identify root causes of service challenges and implement sustainable improvements across multiple teams or locations
- Experience working cross-functionally with operational partners such as hotel operations food and beverage entertainment and shoreside support functions
- Strong leadership presence sound judgment and the ability to influence cross-functional stakeholders in a complex operational environment
- Strong analytical and problem-solving skills with the ability to interpret operational and guest feedback data to drive informed decisions and continuous improvement
- Strong written and verbal communication skills including the ability to present insights recommendations and operational updates to senior leadership
- Proficiency in Microsoft Office Suite and familiarity with operational reporting tools
- Ability to manage multiple priorities maintain organization and attention to detail
- Ability to travel internationally to support shipboard operations as needed
- Experience within cruise or multi-unit hospitality environments is strongly preferred
Job Duties
- Lead the fleet-wide guest services daily operations ensuring adherence to department standards policies and procedures
- Implement changes based on guest feedback rollouts onboard cast changes and overall business objectives
- Manage escalated guest experience issues ensuring timely resolution while maintaining high service standards and guest satisfaction
- Identify and implement enhancements to the guest experience by applying service excellence principles analyzing OBE comments gathering operational insights during ship visits analyzing industry trends and conducting root cause analyses
- Lead and support the suite and sanctuary collection programs
- Collect and analyze data to support the planning and documentation of current and future itinerary deployments anticipate potential challenges related to demographics logistics and clearance requirements to ensure smooth operations and informed decision-making
- Manage escalated guest experience issues ensuring timely resolution while maintaining high service standards and guest satisfaction
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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