Guest Services Director

Princess sails the world connecting guests to what matters most – their loved ones, destinations and each other. We proudly deliver memorable cruise vacations to millions of guests each year, visiting all seven continents and hundreds of ports of call.
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.
Join our team and enjoy an adventurous career with great incentives, unlimited growth and worldwide travel opportunities. As a Guest Service Director, you will assist the Associate Hotel General Manager in ensuring the designated job duties are always completed correctly and promptly according to our company standards, policies and procedures.

Job Responsibilities:

• Leading 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.
• Enforces accountability and ownership of the Service Excellence platform and philosophy among all front of house service providers (especially Guest Services and Housekeeping). Expected to have a constant presence on the floor, monitoring cleanliness and service standards.
• Responsible for overall guest satisfaction, supporting the teams to provide timely, effective, and personalized resolutions, while driving down ship specific post cruise complaints and compensation.
• Accountable for the full spectrum of guest services, housekeeping and laundry operations, including communication, empowerment, ownership, problem resolution and all Service Excellence related guest inquiries.
• Planning the voyage execution and consider all critical factors such as guest demographic, potential itinerary & operational challenges, logistics and staffing, etc. Besides frequently conducting root cause analysis and address reoccurring trends with both the onboard & shore side stakeholders.
• Developing and holding accountable a cohesive, goal-oriented driven Guest Svc 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.
• Directs efficient and smooth guest embarkation & disembarkation process, tender operations, passport and immigration inspections, to maintain Company standards.
• Oversees port arrival and departure formalities, including electronic transmissions; ensures timely, compliant, and accurate clearance process for guests, teammates and supplies.
• Exceeding 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.
• Identifying potential future leaders, mentor, and coach them in both areas to ensure successful and transparent succession planning.
• Ensuring 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.

Qualifications:

• 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 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 the international staff positively and productively by motivating, developing, and managing employees as they work. Must possess the ability to coach and counsel targeted to improve performance, administering the disciplinary process effectively
• Has shown continued career growth with a desire to excel in reaching further goals

Princess Cruises offers many benefits. This position is afforded comfortable, single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all of our teammates.

Regardless of the rank or role, we are all one Princess team. 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.