Lead, Guest Experience

Royal Caribbean Cruises Ltd•Miami, FL

1d•Onsite

About The Position

The Lead, Global Guest Experience role is responsible for overseeing the efficient operation of the post-cruise executive escalations team, including supporting activities in both Miami and Manila that contribute to the success of the Silversea brand. Core responsibilities include ensuring that escalated phone calls, emails, and chats are managed promptly and effectively, with a strong emphasis on guest satisfaction, guest retention, and fostering long-term brand loyalty. The position ensures that both operational and developmental needs of the team are met while proactively identifying opportunities to enhance processes, systems, and overall service delivery. The individual in this role will recommend improvements designed to elevate the guest experience and strengthen the department’s efficiency, performance, and financial discipline. This position also engages closely with global post-cruise teams, maintaining a positive and collaborative presence with internal staff and external partners. The role is critical to successfully resolving guest and travel partner complaints, supporting departmental goals, and contributing to the overall success of the Guest Experience function.

Requirements

Bachelor’s degree is preferred; or five to eight years of customer service experience; or an equivalent combination of education and professional experience.
Minimum two years in luxury hospitality, cruise, or guest experience leadership.
Experience in customer-facing written communication is strongly preferred.
Proficient administrative and computer skills, including MS Word, Windows, and Excel.
Exceptional customer service abilities with strong active listening skills and a high level of diplomacy.
Outstanding verbal and written communication skills, with the ability to effectively engage individuals across all organizational levels.
Proven ability to de-escalate complex or emotionally sensitive situations, adapting communication styles to meet guest needs.
Ability to coach and mentor frontline team members on communication and service techniques.
Strong judgment, analytical ability, and decision-making skills, especially when dealing with issues not directly addressed by policy.
Excellent problem-solving and research skills, with the ability to convert findings into actionable solutions.
Deep product knowledge and a strong commitment to going above and beyond to support internal and external stakeholders.
Basic mathematical proficiency, including calculating discounts, percentages, and commissions.
Familiarity with company and vendor websites, the Knowledge Desk, Trade Support and Service tools, and other company-specific software.
Proficiency with Microsoft Office Suite and related applications.

Responsibilities

Lead the resolution of top-tier guest escalations beyond the scope of Executive Escalations agents, serving as the voice of Guest Experience on behalf of Executive Leadership and consistently delivering balanced, satisfactory outcomes.
Leverage data, reporting, and technology to drive efficiency across correspondence, phone interactions, and system platforms.
Recommend updates to processes, training, and service practices to strengthen brand culture and improve performance.
Partner with onboard teams to review service-related incidents and support resolution of guest-impacting issues.
Develop clear, effective communication materials and training resources that reinforce Silversea’s luxury brand standards.
Oversee reporting functions, including SharePoint management, to enhance efficiency and optimize team results.
Manage the Luggage Valet program to ensure seamless execution that supports both revenue growth and guest satisfaction.
Assist in resolving escalated refund, payment, and financial matters in collaboration with Accounting and Revenue Management.
Serve as a primary point of contact during ship-related guest emergencies, ensuring accurate information flow and timely support.
Keep regional General Managers informed of significant or sensitive guest issues.
Collaborate with cross-functional departments to identify and resolve recurrent service challenges.
Recommend policy improvements, gain leadership approval, communicate updates to staff, and support training and compliance.
Respond professionally, clearly, and promptly to critical guest and travel partner complaints, both verbally and in writing.
Support Legal teams with documentation, fact-finding, and research as needed.
Assist the CareTeam with escalated medical disembarkation cases once guests return home.
Review, validate, and process port agent and FedEx invoices related to guest service operations.