Documentation Manager

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Guest Svc Director

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.

The Documentation Manager is responsible for managing, maintaining, and delivering accurate guest and voyage documentation to ensure timely, compliant, and accurate port clearance. Working closely with the Guest Services Manager and Crew Manager and broader onboard and shoreside teams, this role plays a critical part in regulatory compliance, guest experience, and operational success.

The Documentation Manager consistently delivers service in line with The Princess Purpose – Real Hospitality. Real Service., while embodying our Corporate Culture Essentials: Speak Up, Respect & Protect, Improve, Communicate, Listen & Learn, and Empower.

Key Responsibilities

• Ensure full compliance with MSPM policies, HESS‑MS, and all applicable internal, external, and governmental requirements.
• Manage and maintain Assembly/Muster Station documentation, including timely updates to Muster Station X lists and Safety Essentials activation.
• Prepare, process, validate, and transmit all required arrival and departure documentation to CBP, U.S. Coast Guard, and other worldwide authorities per voyage itinerary.
• Maintain the accuracy, confidentiality, and integrity of all Personally Identifiable Information (PII).
• Ensure compliance and support Customs, Immigration, and Quarantine inspections and procedures as required.
• Maintain and update guest information accurately across all systems, including OceanHospitality, Ocean Immigration, and SHIPSTAR.
• Validate last‑minute guest manifest changes and ensure all relevant teams are informed in a timely manner.
• Coordinate embarkation and disembarkation processes, including passport handling, landing cards, customs forms, and disembarkation applications.
• Liaise closely with port agents and port officials to ensure timely vessel clearance.
• Communicate accurate onboard guest and teammate counts prior to departure and provide confirmation to the Hotel General Manager.
• Perform Emergency Response Plan and General Emergency Procedure duties when directed.
• Provide a professional, warm, and welcoming first impression and a positive lasting impression for every guest.
• Resolve guest service issues swiftly and satisfactorily, ensuring detailed documentation in Service Excellence systems.
• Coordinate guest travel disruptions, unexpected voyage terminations, and way‑port joiners with patience and care.
• Coach, develop, and oversee the Assistant Documentation Manager, ensuring timely completion of all responsibilities.
• Create an inclusive, respectful, and high‑engagement team environment aligned with Princess values.
• Promote change management and continuous improvement within Guest Services operations.

Skills, Knowledge & Expertise

• Previous experience in an Administration Officer role onboard a cruise line is mandatory.
• Experience in handling confidential information and working accurately under time-sensitive conditions is required.
• Exposure to embarkation, disembarkation, documentation, or compliance-driven processes is strongly preferred.
• Fluent English (spoken and written) is required.
• Strong communication skills, with the ability to convey information clearly and professionally to guests, colleagues, and external stakeholders.
• Ability to listen actively, communicate with empathy, and escalate issues appropriately in line with company policies.
• Excellent administrative and organizational skills with high attention to detail.
• Computer literate, with the ability to quickly learn and effectively use property management and documentation systems.
• Ability to manage multiple priorities during high-volume operational periods (e.g. embarkation/disembarkation).
• Demonstrated ability to work collaboratively in a multicultural, cross-functional environment.
• Comfortable interacting with onboard departments, shore-side teams, and port authorities.
• Willingness to embrace change, support continuous improvement initiatives, and adapt to evolving operational requirements.
• Alignment with Princess Culture Essentials and The Princess Purpose is considered a strong asset.

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.