Fleet Director, Guest Experience
Pubblicato il 02-10-2026 - 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 mark