Fleet Director, Guest Experience

Silversea; Madrid; Presencial; EUR 110.000 - 180.000; Jornada completa

Descripción de la vacante

Silversea in Madrid is seeking a Guest Relations Director with 7–10 years luxury hospitality experience to lead guest relations across the fleet and shape service standards.

You will partner with Hotel Directors and Fleet leadership to implement standards, oversee onboarding, and drive KPI improvements through data-driven insights.

Formación

• 7–10 years in luxury hospitality with 2–5 years in leadership overseeing guest relations.
• Experience in guest relations case management and service recovery in luxury environments.
• Fluent in English; multilingual skills valued (Spanish, Italian, Portuguese, German, French, Chinese, Japanese).

Responsabilidades

• Partner with Hotel Directors to reinforce guest relations culture ship-level.
• Collaborate with Fleet Butler & Guest Experience Director to align guest relations and Butler teams.
• Build an early-warning system from guest feedback to pre-empt complaints.
• Lead fleet-wide rollout of new guest experience standards with structured change plans.
• Participate in final-round interviews for shipboard Guest Relations roles.
• Develop onboarding and ramp-up programs for new hires.
• Use luxury hospitality best practices to drive innovation and operational excellence.

Conocimientos

Guest relations

Leadership

Stakeholder management

Data analytics

Project management

Coaching

KPI tracking

Herramientas

CRM systems

Reporting tools

Dashboarding

Descripción del empleo

• 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.