Manager, Guest Port Experience

Carnival Corporation•Santa Clarita, FL

5d•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. The Manager, Guest Port Experience will be responsible for the oversight and day-to-day operations of the guest logistics and check-in operation (turnaround day) for our ships in various ports around the world. The Manager will work closely with shipboard teams, ground operators, local immigration authorities, and port management to ensure that Princess Cruises turnaround standards are met and that guest ratings exceed the set minimum requirement while creating a positive first and last impression on our guests.

Requirements

Minimum five (5) years’ experience in cruise, logistics, guest service, hotel operations, or event management industry is required
Minimum three (3) years’ experience with financial reporting or budget planning responsibilities is required
Strategic planner, with an innovative, hands-on, practical management approach
Must be able to communicate clearly and effectively across interdisciplinary teams
Proficiency in Microsoft Office Suite and familiarity with operational reporting tools are required, along with the ability to manage multiple priorities, maintain organization and attention to detail, and travel internationally to support shipboard operations as needed
Proven experience managing complex operations
Experience working cross-functionally with operational partners such as hotel operations, food and beverage, entertainment, and shoreside support functions
Demonstrated ability to drive operational excellence and deliver exceptional guest experience
Experience within cruise or multi-unit hospitality environments is strongly preferred.

Nice To Haves

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
The position requires a proven ability to analyze guest feedback and operational trends, identify root causes of service challenges, and implement sustainable improvements across multiple teams or locations

Responsibilities

Manage the day-to-day turnaround Guest operations for Princess Cruises fleet of ships in worldwide ports as assigned.
Manage ground handling supervisors, leads, and staff, who execute the logistics, transportation, and check-in functions on turnaround day.
Manage delays, irregular operations, and Care Team incidents by ensuring accurate guest communications are utilized and ensuring that changes to day-of operations are planned and executed accordingly.
Plan and prepare ship and port specific Guest Logistics manuals for turnaround operations in advance of the start of a season, the first-time a given ship will call a certain port, or for other key dates as directed.
Communicate frequently with Shipboard officers, ground handlers, port agents, and other relevant parties to effectively plan, follow-up, and improve turnaround operations.
Ensure guest service standards and ratings are met and/or exceeded.
Ensure that cruise check-in staff are friendly, fast, efficient, and proactively follow-up on guest service issues based on survey ratings.
Foster a positive working relationship with ground handlers, port agents, immigration officials, and other government authorities.
Build and manage regional Guest Logistics operational manning plans, forecasts, and process actual costs (via Princess’ internal electronic invoice processing system) against those plans.
Ensure delivery and integration of key developmental and operational milestones as set forth by department head.