Fleet Director, Guest Experience
Pubblicato il 24-08-2026 - Silversea in Milano
Qualifications:
SHIPBOARD Employment
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)
Skills & Competencies:
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 da