Fleet Director, Guest Experience

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7r9e7w

pstrongQualifications: /strong /pullistrongSHIPBOARD /strongEmployment /liliMinimum strong7–10 years of experience in luxury hospitality /strong, with at least 2–5 years in a leadership role directly overseeing guest relations operations across multiple ships or properties. /liliStrong working knowledge of guest relations case management, complaint handling protocols, and service recovery practices in a luxury environment. /liliExceptional leadership, communication, and coaching skills — this role leads primarily through influence and standards rather than direct authority. /liliExceptional guest-centric mindset with a passion for delivering memorable luxury and ultra luxury experiences. /liliStrong data fluency; br / comfortable owning guest relations KPIs (resolution time, escalation rate, repeat-complaint rate) and translating them into operational fixes. /liliFluent in English; br / additional languages preferred (emSpanish, Italian, Portuguese, German, French, Chinese, Japanese) /em /li /ulpbr / /ppstrongSkills Competencies: /strong /pulliProven ability to strongsimultaneously manage strategic projects while supporting day to day operational priorities /strong across a complex, fast-paced fleet environment. /liliDemonstrated ability to strongset strategic direction for vessels /strong, translating corporate priorities into measurable onboard actions and results. /liliProven leadership skills with a strong focus on strongtalent development, coaching, succession planning, and building high-performing Guest Relations teams /strong. /liliAbility to strongmonitor performance through key guest satisfaction, operational, and people metrics /strong, identifying opportunities for improvement and driving sustainable results. /liliExperience establishing clear expectations and strongcreating a culture of accountability /strong across shipboard and shoreside teams.



/lili Strong stakeholder management skills with the ability to influence leaders at all levels of the organization. /liliExpertise in service recovery, guest issue resolution, and handling complex guest situations with professionalism and discretion. /liliExcellent analytical skills with the ability to interpret guest feedback, sentiment data, operational metrics, and market trends. /liliStrong project management, prioritization, and organizational capabilities. /liliExperience with guest satisfaction systems or onboard application, CRM systems, reporting tools, and performance dashboards preferred. /li /ulpbr / /ppstrongDuties Responsibilities: /strong /pulliPartner 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. /liliPartner with the Fleet Butler Guest Experience Director to ensure Guest Relations and Butler teams operate as one coordinated guest experience. Partners with Housekeeping, FB, Spa, and Shore Excursion leadership to ensure guest experience and problem resolution are coordinated end-to-end. /liliBuild 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. /liliLead 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. /liliParticipate directly in final-round interviews for shipboard Guest Relations/Guest Experience Manager positions. /liliBuild and maintain onboarding and ramp-up programs for new shipboard hires into these roles, reducing time-to-full-productivity. /liliLeverage luxury hospitality best practices and industry benchmarks to drive innovation, consistency, and operational excellence across the fleet. /li /ulpbr / /p

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7r9e7w