Guest Services Director (1st Purser Rooms)

Cruise Academy; Dubai; On-site; USD 60,000 - 90,000; Full time

Job summary

Cruise Academy is seeking a 1st Purser Rooms (Guest Services Director) for a world-class cruise line. This leadership role oversees guest services, housekeeping, and laundry operations, ensuring a seamless guest experience onboard. Ideal candidates possess substantial cruise ship experience and a passion for hospitality excellence, as they will lead a diverse team and drive operational efficiency.

Qualifications

• 5+ years in hospitality leadership with hands-on experience in Guest Services.
• Effective team leader with experience managing large international teams.
• Fluent English required; additional languages are a strong asset.

Responsibilities

• Oversee Guest Services, Housekeeping, and Laundry operations onboard.
• Drive MedallionClass integration and lead digital innovation across departments.
• Ensure public health standards are upheld and lead enhanced protocols.

Skills

Guest Services

Leadership

Team Management

Communication

Customer Service

Education

Bachelor's degree in Hospitality or Business

Job description

At Cruise Academy, we don’t just teach it -we’ve lived it. Founded in 2017 by seafarers for seafarers, we specialize in maritime training and shipboard recruitment for the global cruise industry.

We tell it like it is -the good, the bad, and the downright exhausting. No sugarcoating, no sales pitch -just real, honest insights from those who’ve been there. Because you deserve to know exactly what to expect before stepping onboard.

We are MLC Certified and proudly audited and approved by the UK Maritime & Coastguard Agency , ensuring the highest standards in training, recruitment,and compliance.

If you're serious about a career at sea, we’ll get you there -the right way.

Position Summary

We’re 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. You’ll lead a multicultural team, drive first-contact resolution, and use data, service tools, and guesttechnology 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.
• Bachelor's 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).
• 4 : 2 Rotation (Auto-renewed contract of 4 consecutive months onboard, followed by 2 months of vacation).