Fleet Director, Luxury Guest Experience

Silversea; Alcobendas; Presencial; EUR 120.000 - 150.000; Jornada completa

Descripción de la vacante

Silversea is seeking a Fleet Director, Guest Experience, to lead guest relations strategy across multiple ships, shaping standards and coaching teams. You will partner with Hotel Directors and Fleet Butler teams to unify guest experience and ensure service excellence in luxury settings.

The role requires 7–10 years in luxury hospitality with 2–5 in leadership, strong data fluency, and capability to manage strategic projects while handling day-to-day priorities onboard fleets.

Formación

• 7–10 years of luxury hospitality experience, with 2–5 years in a leadership role overseeing guest relations across ships or properties.
• Deep knowledge of guest relations case management, complaint handling, and service recovery in a luxury context.
• Exceptional leadership, communication, and coaching, leading through influence and standards.
• Fluent in English; additional languages preferred (Spanish, Italian, Portuguese, German, French, Chinese, Japanese).
• Strong data fluency; able to own guest relations KPIs and translate them into operational fixes.

Responsabilidades

• Partner with Hotel Directors to reinforce guest relations culture ship-wide.
• Collaborate with Fleet Butler and Guest Experience Director to align guest experience across teams.
• Develop an early-warning system from guest feedback to address concerns before they surface as complaints.
• Lead fleet-wide rollout of new guest experience standards with structured change plans.
• Participate in final-round interviews for shipboard Guest Relations/Guest Experience roles.
• Build onboarding and ramp-up programs for new shipboard hires to reduce time-to-full-productivity.
• Leverage luxury hospitality best practices to drive innovation and operational excellence.

Conocimientos

Guest relations leadership

Strategic project management

Data fluency

Stakeholder management

Herramientas

CRM systems

Descripción del empleo

Silversea is seeking a Fleet Director, Guest Experience, to lead guest relations strategy across multiple ships, shaping standards and coaching teams. You will partner with Hotel Directors and Fleet Butler teams to unify guest experience and ensure service excellence in luxury settings.

The role requires 7–10 years in luxury hospitality with 2–5 in leadership, strong data fluency, and capability to manage strategic projects while handling day-to-day priorities onboard fleets.