Fleet Director, Guest Experience

• 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 market trends.
• Strong project management, prioritization, and organizational capabilities.
• Experience with guest satisfaction systems or onboard application, CRM systems, reporting tools, and performance dashboards preferred.

Duties & Responsibilities:

• Partner 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.
• Partner with the Fleet Butler & Guest Experience Director to ensure Guest Relations and Butler teams operate as one coordinated guest experience. Partners with Housekeeping, F&B, Spa, and Shore Excursion leadership to ensure guest experience and problem resolution are coordinated end-to-end.
• Build 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.
• Lead 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.
• Participate directly in final-round interviews for shipboard Guest Relations/Guest Experience Manager positions.
• Build and maintain onboarding and ramp-up programs for new shipboard hires into these roles, reducing time-to-full-productivity.
• Leverage luxury hospitality best practices and industry benchmarks to drive innovation, consistency, and operational excellence across the fleet.