Entertainment Director - Ship-based Job

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 a challenging and unique environment. As an Entertainment Director, you will lead a dynamic team in delivering memorable and contemporary entertainment experiences, reinforcing our destination leadership, and fostering emotional connections with guests. At the same time, you will actively support and promote onboard revenue partners while maximizing the guest experience consistent with our core values and financial strategy.

Job Responsibilities Include:

• Consistently oversees the monitoring and resolution of all issues that affect the Entertainment product and the guests' cruise experience.
• Ensures that service recovery is prioritized by all team members, provides guidance and training to managers and front line team, leads by example by proactively participating in service recovery moments as they present themselves, department lead for entertainment-centric recovery and resolution needs.
• Regularly monitors guest feedback metrics, specifically focused on: Entertainment Average, Net Promotor Score, Onboard Activities Average, and Entertainment sub-scores to ensure they consistently exceed voyage and monthly targets. Collaborates with the Associate Hotel General Manager to formulate short and long-term strategic improvement plans as needed.
• Maintains a highly visible profile in public areas at crucial times to assess entertainment programming effectiveness by observing guest enjoyment and traffic flow.
• Conducts regular Entertainment management meetings, and full department meetings to communicate policies, discuss issues, motivate team members, strategize long-term plans, and activate change to maximize guest satisfaction.
• Ensures operational efficiency and quality assurance of all Entertainment products by conducting regular inspections of entertainment areas, logging results in MSPM/Inspector, and engaging with managers to continually improve our delivery of the entertainment product.
• Ensures all entertainment elements of our First & Last Impressions program are delivered on brand.
• Partners with the Cruise Director to ensure leadership presence on the floor for embarkation and disembarkation.
• Ensures Entertainment Team is marketing all elements of Medallion Class in a way this is efficient, effective, and on-brand. Adjusts the marketing and messaging daily by responding to the engagement trends of guests with each various Medallion Class product.
• Revenue - Ensures both revenue and non-revenue areas receive appropriate, effective marketing and promotion via The Wake Show, announcements, TV commercials, entertainment delivery of 'call to action' moments, 'Message on the Mic', etc. Works with Customers Services Director to ensure that non-revenue to revenue events ratio is 2:1, as outlined by policy.
• Scheduling - Monitors guest flow and behavior by leveraging location data within Ocean Intelligence. Plans and adjusts based on event bookmarks made in JourneyView, resulting in a seamless, customized schedule of entertainment for the arc of the guest experience.
• Acts as a Company representative and always portrays a positive image of Princess Cruises to all guests, officers, and crew.
• Under the direction of Associate Hotel General Manager, leads the evolution and engagement of Princess Medallion Class throughout the entire vessel.
• Encourages all members of the Entertainment department to develop small innovations as part of the Company's strategy toward change and innovation.

All duties must be completed following the company Core Values and all aspects of the Service Essentials program.

Qualifications

• Understands the foundations of customer service and service recovery; excels in delivering outstanding service and service recovery; and leads Department and colleagues to do the same.
• Natural leadership and management abilities with a keen understanding of emotional intelligence.
• Organized, detail-oriented, systematic, computer savvy, data-driven, analytical.
• Establishes and maintains courteous and professional working relationships in a diverse cultural environment.

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.