Director, Guest Services

Private Destinations•Fort Lauderdale, FL

4h•Hybrid

About The Position

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 are looking to hire a Director of Guest Services. The Director of Guest Services is responsible for the operational leadership and strategic oversight of the shipboard and shoreside Guest Services organization. This role serves as the day-to-day operating leader for Guest Services, overseeing front-of-house guest interactions as well as back-of-house administrative and financial functions that support the department. The Director leads a multi-disciplinary team responsible for Sanctuary Collection and Sanctuary Collection Club, concierge services, groups, in-port functions, celebrations and wedding coordination, including financial processes and case management operations. This role ensures that guest inquiries, service recovery, and special requests are managed with efficiency, professionalism, and alignment with The Princess Purpose. In partnership with cross-functional stakeholders across commercial, shipboard hotel operations, and contact center teams, the Director drives operational rigor, service consistency, and continuous improvement in guest support processes. The role is accountable for day-to-day performance management, service level delivery, escalation handling, and operational execution, while supporting the AVP in advancing strategic initiatives that enhance the overall guest experience. Here’s a summary of what Princess is looking for in a Director of Guest Services. Is this you?

Requirements

Master’s Degree in Hospitality Management, Business Administration, or Tourism Management. Minimum of 10–12 years of progressive leadership experience in hospitality, cruise, or travel operations, including at least 5 years at a senior management or multi-site leadership level. Proven success leading large, guest-facing teams and managing operational performance across geographically dispersed environments.
Strong understanding of guest service operations, port logistics, and large-scale hospitality management.
Proven ability to lead complex, cross-functional teams across shipboard and shoreside environments.
Demonstrated skill in budgeting, forecasting, and resource optimization at an enterprise scale.
Data-driven decision-maker with the ability to interpret guest satisfaction, performance, and operational metrics to inform strategy.
Strong analytical and organizational skills, with a focus on process efficiency and service consistency.
Excellent communication, negotiation, and relationship management skills with internal and external stakeholders
Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
Strong time management and organizational skills
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.

Responsibilities

Leads the operational strategy and performance of the Shipboard and Shoreside Guest Services organization, establishing service delivery standards, operational frameworks, and performance metrics that ensure a consistent and high-quality guest experience across all shipboard guest interactions. Drives accountability for service levels, resolution ability, and service recovery while ensuring alignment with The Princess Purpose.
Provides fleetwide functional leadership for Shipboard Guest Services Directors, ensuring alignment between shipboard and shoreside service standards, policies, and procedures. Establishes operational guidance and oversight for key shipboard Guest Services functions including Guest Services, ADA coordination and compliance, immigration documentation processes, and embarkation/disembarkation administrative management.
Oversees the strategic delivery of Sanctuary Collection Concierge and Suite Experience Managers and programs, including groups, celebrations, weddings, and other bespoke guest experiences. Ensures operational readiness, service excellence, and cross-functional coordination to deliver seamless guest experiences that supports both the guest experience and commercial objectives.
Governance of Guest Services administrative and financial operations, including guest compensation frameworks, case and financial management systems, reporting structures, and policy adherence. Ensures operational integrity, fiscal accountability, and compliance with corporate standards while identifying opportunities to streamline processes and enhance service efficiency.
Builds and leads a high-performing Guest Services leadership team, providing direction, coaching, and performance management to ensure strong operational execution across shoreside and shipboard teams. Champions a culture of service excellence, collaboration, and continuous improvement while strengthening alignment between shipboard operations and corporate Guest Services strategy.