Sr Asst Purser (Guest Services Manager)

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Guest Services Director

Description

Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offers exceptional facilities and extensive professional development and recreational programs for our valued teammates who hail from more than 60 countries around the globe. 

An iconic brand beloved by millions, we love people who love what they do and work together to help our guests create a lifetime of wonderful memories while providing friendly, attentive and authentic service like only Princess can. 

As a member of the Princess Family, you’ll enjoy a truly adventurous career with excellent incentives, unlimited opportunities for growth, and ports of call that will leave you breathless.

As Sr Asst Purser (GSM) you will create lasting memories by managing Guest Services to surprise, delight, and value our guests with consistently excellent service and prompt experience recovery. 

Key Responsibilities

• Ensures all Guest Services Officers, Night Manager and the Guest Services Supervisor meet or exceed guest service standards for every guest interaction according to Hotel Policies & Procedures. 
• Takes ownership of any guest issues/complaints; documents, resolves, and follows up in accordance with Hotel Policies & Procedures. When necessary, escalate issues to the Guest Services Director, Hotel General Manager, and other appropriate parties without delay. 
• Monitors satisfaction and service ratings against OB targets and formulates short-term service improvement plans. 
• Ensures that all guest complaints are listened to and understood with empathy, always showing genuine interest. Ensures responses are appropriate and in line with the Hotel Policies & Procedures. 
• Manages all financial matters related to the onboard cash account while demonstrating exemplary fiscal responsibility, accountability, and regulatory compliance.
• Conscientiously manages the ship's cash account, payment of guest folios, and all receipt and payment vouchers in strict observance of the Hotel Policies & Procedures. 
• Responsibly maintains a cash float and ensures all owners accurately balance and record their floats in accordance with Hotel Policies & Procedures. 
• Maintains thorough and up-to-date product knowledge among the Guest Services Team by providing ongoing training. 
• Partners with the Guest Services Director to ensure the Guest Services department receives appropriate and up-to-date product and service training through instructor-led and computer-based training courses.
• Observes each teammate’s performance using their role description as guidance and promptly completes performance appraisals that are fair, objective, and accurate based on observed behavior. 

Skills, Knowledge & Expertise

• Bachelor's Degree - In Hospitality Mgt, Business Admin, Marketing, preferred.
• A minimum of 4 years of progressive management experience in a leading hospitality setting with supervisory experience in Guest Services (Front/Back Office, Finance and Customer relations).
• Cruise ship experience is strongly preferred.
• Extensive experience and knowledge in all aspects of hotel/cruise ship operations.
• Organized, detailed-oriented, and accurate with proven managerial skills to lead a department and effective communication skills. 
• Fluent English language skills both verbal and written. 
• Knowledge of additional languages is strongly preferred.
• Understanding of the foundation of guest service; ability and willingness to deliver outstanding service to our guests. 
• Motivation to excel in all aspects of job duties and responsibilities. 
• Personable communicator with outstanding social skills and a warm, friendly, and caring personality. 
• Ability to continuously surprise and delight guests throughout their cruise experience. 
• Commitment to establish and maintain courteous and professional working relationships in a diverse cultural environment.

Benefits

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 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.