Guest Services Director (1st Purser Rooms)
Guest Services Director (1st Purser Rooms)
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Job Description
Position Summary
Were looking for an experienced 1st Purser Rooms (Guest Services Director) to oversee and elevate the guest-facing experience onboard a world-class cruise ship. This senior leadership role is responsible for the smooth and efficient delivery of Guest Services Housekeeping and Laundry operations. Youll lead a multicultural team drive first-contact resolution and use data service tools and guest technology to ensure every guest enjoys a seamless cruise experience. This is a high-impact guest-centric leadership position for a proven shipboard professional with a passion for service and excellence.
Key Responsibilities
- Ensure Guest Services Housekeeping and Laundry consistently meet or exceed company standards.
- Use the Service Excellence tool to resolve guest issues and reduce recurring service failures.
- Lead root cause analysis and continuous service improvement planning with the Associate Hotel General Manager.
- Oversee port operations clearance processes embarkation/disembarkation tendering and documentation accuracy.
- Support onboard functions such as weddings groups and in-port events.
- Drive MedallionClass integration and lead digital innovation across departments.
- Manage KPIs staffing levels costs and performance reviews; coach and develop senior team members.
- Coordinate with customs immigration and shore-based teams to ensure compliance and operational excellence.
- Ensure public health standards are upheld and lead enhanced protocols during outbreak scenarios.
Essential Skills Knowledge and Expertise
- Previous cruise ship experience in a senior guest operations or hotel role (non-negotiable).
- 5 years in hospitality leadership with hands-on experience in Guest Services and Housekeeping.
- Bachelors degree in Hospitality Business or related field (preferred).
- Effective team leader with experience managing large international teams.
- Fluent English required; additional languages strongly preferred.
- Strong communicator with a collaborative guest-centric approach and a passion for excellence.
- Familiarity with customs immigration and public health standards (e.g. USPH HACCP).
Contract Details
- 4:2 Rotation (Auto-renewed contract of 4 consecutive months onboard followed by 2 months of vacation).
- Single officer accommodation
Employment Type
Full Time
