Sr Asst Purser

Department: Guest Svc

Employment Type: Fixed Term Contract

Description

By applying to this position, your application will be submitted to Princess Cruises' internal Talent Acquisition team and will be reviewed by a professional recruiter who will contact you soon if your qualifications meet our requirements for this position.

As the world's leading cruise line, our guests have high expectations of us, and we have high expectations of our team members. We appreciate your patience as we carefully review each candidate.

Set a course for adventure with Princess Cruises! The employer of choice in the cruise industry, our fleet of Love Boats offer 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.

Key Responsibilities

As a Sr Assistant Purser, you will serve in a dual-capacity leadership role, supporting either Guest Services or Crew Office operations depending on the ship’s operational requirements. This position is critical to delivering exceptional service experiences for guests and ensuring the well-being, administrative support, and satisfaction of our onboard teammates. You will be entrusted with driving service excellence, operational efficiency, and team development while upholding Princess Cruises’ commitment to safety, inclusivity, and innovation.

Please note: Assignment to either the Guest Services or Crew Office function will be determined based on operational needs and may remain fixed for the duration of the contract.

Guest Services Operations

• Inspire and lead a team of Guest Services professionals, fostering a culture of empathy, responsiveness, and excellence.
• Provide coaching and mentorship to ensure consistent delivery of personalized and frictionless guest experiences.
• Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring smooth, efficient, and professional operations.
• Promote and integrate MedallionClass technology to enhance guest interactions and streamline service delivery.
• Ensure all team members are trained and confident in using digital platforms to support guest needs.
• Take ownership of resolving guest complaints and concerns with professionalism and urgency.
• Collaborate with onboard departments to address complex issues and ensure high levels of guest satisfaction.
• Maintain accuracy in guest folio management, onboard payments, and financial transactions.
• Ensure compliance with financial policies and procedures, minimizing discrepancies and errors.
• Partner with shipboard leaders to implement best practices and drive continuous improvement in service delivery.
• Monitor KPIs and guest feedback to identify opportunities for operational enhancements.
• Ensure all guest-facing operations comply with HESS policies, public health standards, and safety regulations.
• Support emergency procedures and maintain readiness for audit and inspection requirements.

Crew Services Operations

• Oversee all administrative services for crew members, including onboarding, offboarding, travel arrangements, and immigration documentation.
• Ensure timely and accurate processing of pre-arrival, arrival, and departure paperwork in coordination with shore-side teams and authorities.
• Manage crew berthing modules, optimizing space allocation and maintaining accuracy in crew management systems.
• Ensure crew lists are updated in the ERP system and reflect real-time changes.
• Monitor Crew Office performance, staffing levels, and adherence to service standards.
• Lead regular team meetings and training sessions to ensure alignment with policies and procedures.
• Ensure effective use of hotel systems to maintain accurate teammate records and operational data.
• Provide empathetic support to crew members, addressing concerns and complaints with professionalism and care.
• Promote the onboard CRUISE program, reinforcing shared values and fostering a positive work culture.
• Deliver service and product knowledge training to Crew Office staff to enhance the overall teammate experience.
• Set clear expectations and role descriptions for Crew Office team members.
• Conduct fair and objective performance appraisals and support career development through coaching and training.
• Ensure all team members complete required training and remain current on company policies and services.
• Ensure full compliance with HESS MS, public health standards, and safety protocols.
• Maintain accurate documentation and assist in emergency procedures, safeguarding crew records in accordance with company policy.
• Address audit findings promptly and ensure corrective actions are implemented effectively.

Skills, Knowledge & Expertise

• Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not always required).
• Minimum of 3–5 years of experience in a similar role within the cruise industry, preferably in a leadership or management capacity.
• Experience in crew management or overseeing a large team of staff in a customer service-oriented environment.
• Proven background in guest services, human resources, or operational management on board a cruise ship.
• Leadership and team management: Ability to manage, motivate, and develop a diverse team of crew members from various backgrounds.
• Excellent communication skills (verbal and written) in English (proficiency in other languages is a plus).
• Problem-solving skills and the ability to handle stressful situations, including crew disputes, escalated guest issues, or operational challenges.
• Strong organizational skills for managing schedules, crew performance, and other operational tasks.
• Cultural sensitivity: Understanding and respecting cultural differences among the crew members.
• Operational knowledge: Familiarity with the cruise ship's internal processes, safety regulations, and service standards.
• Strong interpersonal skills to interact with crew members and senior management.
• Ability to remain calm under pressure and handle various situations that may arise on board.
• Attention to detail to ensure smooth operations and adherence to regulations.
• Commitment to providing exceptional guest service and ensuring crew members follow the same standards.
• Adaptability and flexibility to adjust to the unique environment and demands of working at sea.
• Willingness to work onboard a cruise ship for extended periods (usually up to 6 months).
• Ability to work in a multicultural environment, handling crew from various countries.

Job Benefits

Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:

• A competitive salary package.
• Your own comfortable single cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.