Shipboard Guest Services Director
- Recruiter:
- Princess Cruises
- Category:
- Guest Services Jobs
- Position:
- Guest Services Manager
- Salary:
- TBD
- Updated:
- July 15, 2019
We serve. We respect our team. We innovate. We are consistent. We are accountable. We do it right.
Set sail on an exciting career course with Princess Cruises! One of the best-known names in cruising, Princess Cruises is a global cruise company operating a fleet of 18 modern ships renowned for their innovative design and wide array of choices in dining, entertainment and amenities. Princess Cruises is the employer of choice in the cruise industry. We offer exceptional facilities and extensive learning and recreational programs for our crew. Join our team and you’ll enjoy a truly adventurous career with excellent incentives, unlimited growth, and ports of call that will leave you breathless
Working for Princess Cruises is ideal if you are looking to take your career to the next level and enjoy serving as a strategic team leader in a challenging and unique environment. This position, reporting to the Associate Hotel General Manager, leads the Rooms Division (Guest Services & Housekeeping) in delighting and serving our guests, surpassing critical key performance indicator targets for each area and providing product consistency in line with the company’s Core Values, brand pillars and overall commercial, operational and human resources strategy. A lead Hotel Officer for driving Princess MedallionClass integration and sustainability.
Mission Statement:
Lead the onboard Rooms Division (Guest & Crew Service, Suite Class services, Finance, Guest Administration, Housekeeping & Laundry) and transform the guest experience through Princess MedallionClass personalized and authentic interactions, a passion for resolution, service, public and crew area cleanliness and building emotional connections with our guests.
The Challenges:
- Creating an onboard culture where empowerment, service, ownership and problem resolution are core values practiced by every crew, staff and officer daily, regardless of their division, role or rank.
- Developing and holding accountable a cohesive, goal oriented driven rooms division team exceeding all targets
- Ensuring the Princess MedallionClass formula of experience maximization through reducing friction and increased service personalization is understood and practiced by all crew.
- Ensuring a well-planned and seamless embarkation and disembarkation process for our guests at all ports.
How you will succeed:
The Guest Service Director will lead the Guest Services, Housekeeping and Laundry teams to delight our guests with the consistent delivery of exceptional guest service through the Princess Medallion class experience, while achieving the highest level of guest satisfaction, product standards, public and crew area cleanliness and maintenance in line with our Company’s Core Values and CRUISE Service Essentials.
You will need to plan in advance the voyage execution and consider all critical factors such as guest demographic, potential itinerary & operational challenges, logistics and manning etc. In addition frequently conducting root cause analysis and address reoccurring trends with both the onboard & shoreside stakeholders.
You will need to lead from the front and hold accountable all front of house service providers (especially Guest Services and Housekeeping). You are expected have a constant presence on the floor monitoring cleanliness and service standards. Other top priorities will include building knowledgeable, well-trained and motivated teams, business planning and public health, safety and environmental compliance.
The Guest Service Director will be one of the key Princess MedallionClass ambassadors, promoting the service personalization concept through technology, at all levels.
The Goals:
- Exceed the departmental KPI’s: Resolution Ability, Guest Services, and Housekeeping & Laundry service and cleanliness.
- Instilling a sense of ownership with all managers and supervisors within the department.
- Identify potential future leaders, mentor and coach them in both areas to ensure a successful and transparent succession planning.
- Ensure that the Princess MedallionClass technology is utilized at every level and the training program is consistently delivered to both new hires as well as returning crew.
Eligibility Requirements
Required
- Five+ years of progressive management experience in a leading hospitality setting with operational management experience in Guest Services and Housekeeping operations.
- Demonstrated leadership capabilities with proven business and organizational planning, coordination and execution
- Quality driven with a proven passion for building a guest centric operation, delivering quality service standards and adopting successful problem resolution and trend evaluation techniques.
- Knowledge of policies and practices involved in the human resources function. Ability to manage an international staff in a positive and productive manner by motivating, developing and managing employees as they work. Ability to coach and counsel to improve performance, administering the disciplinary process effectively.
- Has shown continued career growth with a passion to get to the top and be the best
Preferred
- Innovative and creative thinker
- Proven and successful multi-discipline skills/experience at a senior level given consideration
- Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred
- Cruise industry experience in a management capacity
- Languages
Along with a challenging career and worldwide travel opportunities, Princess Cruises offers many other benefits. This position is afforded comfortable single accommodations (Officer status), meals, and access to crew facilities such as a crew bar, fitness center, pool and a recreation center. Optional medical, dental & vision coverage is also offered.
Regardless of the rank or role, we are all one Princess Cruises team. Together, we share our world, share our hearts, and create lasting memories.
Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
Work Experience Requirements
All applicants must have previous experience in working on a Cruise Ship, in a 4/5* Hotel or in an Upscale Restaurant.
Language Requirements
Good knowledge of the English language is required.
Princess Cruises
Our Culture Essentials… Stronger together
Speak Up – Respect & Protect – Improve – Communicate – Listen & Learn – Empower
Set sail on an exciting career course with Princess Cruises! One of the best-known names in cruising, Princess Cruises is a global cruise company operating a fleet of modern ships renowned for their innovative design and wide array of choices in dining, entertainment and amenities.
As a worldwide leader in premium cruising, Princess now offers the MedallionClass™ experience, an even more personalized vacation. Our smart ships feature everything from TrulyTouchless™ embarkation to on-demand delivery of drinks, food and more that makes cruising effortless and supports the wellbeing of our guests and teammates.
Our Princess team lives by our Shared Purpose and Core Values of Respect, Protect and Connect. We seek out people who want to share their passion for travel, work with the latest technology and join a friendly, diverse team to serve our guests and show them the world. We understand our responsibility to safeguard our teammates, our guests and our oceans, and our highest priority is to operate in a safe and socially responsible way every day.
As part of the Princess family, you’ll gain valuable cruise ship career experience representing one of the largest cruise lines in the world. We are extremely passionate about our work and offer a variety of reward programs to recognize employees who go above and beyond to provide our guests the best possible vacation experience.
Join our team and enjoy an adventurous career with great incentives, unlimited growth and worldwide travel opportunities.
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