Senior Manager, Guest Services Operations

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe.  We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. 

We’re looking for an experience guest services professional to fill this role. The Senior Manager, Guest Experience is responsible for overseeing the shipboard Guest Services operation, ensuring effective communication, swift problem resolution, and seamless handling of all Service Excellence inquiries. 

This role drives the strategy, execution, and operational efficiency for the shipboard Guest Services operation ensuring adequate planning, talent development, recruitment, and comprehensive training initiatives to uphold service standards and enhance guest experience in alignment with business goals and brand standards. The role focuses on delivering seamless guest experiences, implementing initiatives based on data-driven insights, and fostering collaboration across key departments. With a strong commitment to Service Excellence, the Senior Manager supports and mentors onboard Guest Services leaders, empowering them to drive and exceed targets for Guest Services performance, overall guest satisfaction scores, and employee engagement.

Here’s a summary of what Princess is looking for in its Senior Manager, Guest Services. Is this you? 

Responsibilities 

• Lead the fleet-wide Guest Services daily operations, ensuring adherence to department standards, policies, and procedures. Implement changes based on guest feedback, rollouts, onboard cast changes, and overall business objectives. Manage escalated guest experience issues, ensuring timely resolution while maintaining high service standards and guest satisfaction.                                                   

• Identify and implement enhancements to the guest experience by applying Service Excellence principles, analyzing OBE comments, gathering operational insights during ship visits, analyzing industry trends, and conducting root cause analyses to drive meaningful improvements.                                                                                       

• Lead and support the Suite & Sanctuary Collection programs.                                                   

• Collect and analyze data to support the planning and documentation of current and future itinerary deployments. Anticipate potential challenges related to demographics, logistics, and clearance requirements to ensure smooth operations and informed decision-making.             

• Manage escalated guest experience issues, ensuring timely resolution while maintaining high service standards and guest satisfaction.                  

Requirements 

• Bachelor’s degree in Hospitality Management, Business Administration, Tourism Management, or a related field preferred; equivalent professional experience in hospitality or guest operations may be considered in lieu of a degree. 
• Strong leadership presence, sound judgment, and the ability to influence cross-functional stakeholders in a complex operational environment. 
• Strong analytical and problem-solving skills, with the ability to interpret operational and guest feedback data to drive informed decisions and continuous improvement. 
• Strong written and verbal communication skills are essential, including the ability to present insights, recommendations, and operational updates to senior leadership.
• Proficiency in Microsoft Office Suite and familiarity with operational reporting tools are required, along with the ability to manage multiple priorities, maintain organization and attention to detail, and travel internationally to support shipboard operations as needed.                                                                                                  
• Minimum of 7–10 years of progressive leadership experience in hospitality, cruise operations, guest services, hotel operations, or another service-driven industry with complex guest-facing environments. 
• Candidates should demonstrate experience leading or supporting large operational teams and managing guest experience programs that drive satisfaction, service recovery, and operational consistency. 
• Ability to analyze guest feedback and operational trends, identify root causes of service challenges, and implement sustainable improvements across multiple teams or locations. 
• Experience working cross-functionally with operational partners such as hotel operations, food and beverage, entertainment, and shoreside support