Fleet Director, Guest Experience
Pubblicato il 11-08-2026 - Silversea in Milano
- Minimum 7–10 years of experience in luxury hospitality , with at least 2–5 years in a leadership role directly overseeing guest relations operations across multiple ships or properties.
- Strong working knowledge of guest relations case management, complaint handling protocols, and service recovery practices in a luxury environment.
- Exceptional leadership, communication, and coaching skills — this role leads primarily through influence and standards rather than direct authority.
- Exceptional guest-centric mindset with a passion for delivering memorable luxury and ultra luxury experiences.
- Strong data fluency; comfortable owning guest relations KPIs (resolution time, escalation rate, repeat-complaint rate) and translating them into operational fixes.
- Fluent in English; additional languages preferred (Spanish, Italian, Portuguese, German, French, Chinese, Japanese)
- Proven ability to simultaneously manage strategic projects while supporting day to day operational priorities across a complex, fast-paced fleet environment.
- Demonstrated ability to set strategic direction for vessels , translating corporate priorities into measurable onboard actions and results.
- Proven leadership skills with a strong focus on talent development, coaching, succession planning, and building high-performing Guest Relations teams .
- Ability to monitor performance through key guest satisfaction, operational, and people metrics , identifying opportunities for improvement and driving sustainable results.
- Experience establishing clear expectations and creating a culture of accountability across shipboard and shoreside teams.
- Strong stakeholder management skills with the ability to influence leaders at all levels of the organization.
- Expertise in service recovery, guest issue resolution,
and handling complex guest situations with professionalism and discretion.
- Excellent analytical skills with the ability to interpret guest feedback, sentiment data, operational metrics, and market trends.
- Strong project management, prioritization, and organizational capabilities.
- Experience with guest satisfaction systems or onboard application, CRM systems, reporting tools, and performance dashboards preferred.
Duties & Responsibilities:
- Partner with Hotel Directors to ensure guest relations culture is reinforced in daily briefings, onboarding, and performance conversations at the ship level, not owned solely by the Guest Relations Manager.
- Partner with the Fleet Butler & Guest Experience Director to ensure Guest Relations and Butler teams operate as one coordinated guest experience. Partners with Housekeeping, F&B;, Spa, and Shore Excursion leadership to ensure guest experience and problem resolution are coordinated end-to-end.
- Build an early-warning system from guest feedback data (mid-cruise surveys, post-cruise NPS, complaint logs, social/review monitoring) to catch and address concerns before they surface as complaints.
- Lead the fleet-wide rollout of new guest experience standards, tools, or protocols, building structured change plans (communication, training, feedback loops) rather than issuing standards and assuming adoption.
- Participate directly in final-round interviews for shipboard Guest Relations/Guest Experience Manager positions.
- Build and maintain onboarding and ramp-up programs for new shipboard hires into these roles, reducing time-to-full-productivity.
- Leverage luxury hospitality best practices and industry benchmarks to drive innovation, consistency, and operational excellence across the fleet.
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