Senior Manager Guest Experience and Onboard Resolution
Holland America Group · Fort Lauderdale
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.
The Sr. Manager, Guest Experience & Onboard Resolution, is responsible for leading the delivery of exemplary service standards, provided by their team to guests, travel advisors, internal team members, vendors, and frontline through senior management in their efforts to drive onboard resolution to escalated and critical guest issues. They will leverage their operational experience along with cutting edge technologies and resolution tools to ensure personalized guest recovery, solidifying loyalty, and building long term brand value. The Sr. Manager will also regularly be tasked with leading hotel operations projects that provide strategic value, driving the planning and execution to reach operational and brand objectives.
Here’s a summary of what Princess is looking for in a Sr. Manager, Guest Experience & Onboard Resolution. Is this you?
Responsibilities:
Partners with the Guest Experience team to establish and maintain seamless Onboard Experience Support team alignment. Provides direct support to Hotel Services Directors and shipboard management, leading onboard initiatives such as the Shipboard Empowerment program. Reviews escalated issues in all areas of responsibility and drives resolutions, partnering with stakeholders as appropriate.
Partners with the VP Hotel Operations and takes on critical special projects for the department that are designed to move the team, service and product forward and provide improved guest experiences.
Develops and analyzes trends reports to identify and address any systemic issues identified through data. Communicates and collaborates with all applicable stakeholders on appropriate resolution. Communicates results and business impacts to stakeholders at all levels up to C-suite executives. Ensures data integrity for all applicable systems and databases are always up to date
Leads shoreside teams during escalated incidents. Responsible for the maintenance and review of historical compensation precedents and using them to formulate recommendations, communication plans and internal dissemination of information during active incidents.
Manages and supports the Onboard Experience Support frontline leadership team, providing workflows, coaching, team meetings, expectations, career growth opportunities and department results.
Develops and maintains strong management collaboration and partnerships with internal teams from Reservations, Hotel Services, Sales, Marketing and Legal to ensure the best support is received to resolve issues. Works with IT and CSUS teams to champion system enhancements in support of department goals. Continually identifies opportunities and solutions to improve internal processes.
Ensures resources are effectively utilized and allocated for optimal coverage and that performance metrics are achieved across all areas of responsibility.
Knowledge & Skills:
Scope: Oversees guest experience and resolution processes with global impact, supporting both shipboard and shoreside operations. Coordinates with multiple departments, ensuring alignment with company policies and guest satisfaction objectives.
Problem solving: Handles complex, high-stakes guest issues requiring rapid, independent decision-making and creative solutions. Balances company interests with guest satisfaction, often under time-sensitive and high-pressure conditions.
Impact: Directly influences guest satisfaction metrics (NPS), financial outcomes, and company reputation. Sets precedents for future guest relations and compensation practices
Leadership: Provides leadership and guidance to both shipboard and shoreside teams during incidents. Manages cross-departmental collaboration and ensures consistent implementation of senior leadership directives
For all roles:
Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
Skills: Strong time management, operational planning, stakeholder management, and organizational skills.
Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.
Essential/Minimum Qualifications:
3-5 years experience in communicating through all medium with Director level and above management
Essential experience required:
Seven or more years of marketing, sales, or customer service management experience within the hospitality industry. Shipboard guest relations experience is a plus.
Strong leadership skills and ability to effectively manage team performance.
Ability to effectively manage and resolve escalated issues and communicate complex information.
Communicates effectively with all stakeholders to improve efficiencies and productivity.
Excellent organizational and project management skills.
Proficient in supporting virtual teams and experience with virtual collaborative tools.
Solid technical expertise and ability to utilize all applicable systems.
Travel: 25-50% with shipboard travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.
**This position is classified as “hybrid.” As an in-office role, it requires employees to work from a designated Princess location Mondays through Thursdays. On Fridays you can work from home.
Princess provides comprehensive and innovative benefits to meet your needs, including:
What You Can Expect
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
- Rewards & Incentives
Our Culture… Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information
Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Princess will provide reasonable accommodation with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact careers@carnival.com.
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