Senior Manager, Guest Services Operations

Fort Lauderdale, FL, USA|Remote, Onsite

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 unforgettable vacations on the high seas.

The Senior Manager, Guest Experience role at Princess Cruises is a pivotal leadership position responsible for overseeing the shipboard Guest Services operation. This role ensures that communication flows effectively between guests and the onboard crew, swiftly addresses service issues, and manages all inquiries related to Service Excellence. It is a strategic position that drives operations, talent development, recruitment, and comprehensive training initiatives to uphold the highest service standards that Princess is known for worldwide. The position involves implementing data-driven strategies, fostering collaboration across departments, and guiding guest service leaders to exceed targets related to guest satisfaction and employee engagement.

The Senior Manager is charged with managing large operational teams in a dynamic and fast-paced environment, analyzing operational and guest feedback to identify opportunities for continuous improvement. They lead the customer experience programs including high-profile offerings such as the Suite & Sanctuary Collection programs, ensuring these initiatives align with overall business objectives and brand standards. The position demands a blend of operational acumen, leadership presence, and a strong commitment to service excellence, creating an environment where guests feel valued and their expectations are consistently exceeded.

This role requires international travel to support shipboard operations and offers a hybrid work schedule with four days in the office and one day remote. The successful candidate will benefit from a competitive salary, a comprehensive benefits package, and the opportunity to be part of a renowned company that values compliance, environmental stewardship, guest and employee safety, and embraces diversity and inclusion. Princess Cruises promotes a corporate culture that is inclusive, supportive, and focused on employee growth. This role is ideal for professionals with extensive experience in hospitality, cruise operations, guest services, or related service-driven industries who are passionate about creating outstanding guest experiences and have a proven track record in leading large teams in complex environments.

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