Guest Services Director (1st Purser Rooms)

Cruise Academy; Clitheroe; On-site; GBP 40,000 - 55,000; Full time

Job summary

A maritime training provider in Clitheroe is seeking an experienced 1st Purser Rooms to oversee guest services on a cruise ship. This senior role requires 5+ years in hospitality leadership, previous cruise experience, and a passion for excellence. Responsibilities include managing guest operations, enhancing service standards, and leading a diverse team. A bachelor’s degree in Hospitality or Business is preferred. Rotational contract of 4 months onboard with 2 months vacation.

Benefits

Single officer accommodation

Auto-renewed contract rotation

Qualifications

• 5+ years in hospitality leadership with hands-on experience in Guest Services.
• Previous cruise ship experience in a senior guest operations or hotel role is required.
• Fluent English required, additional languages are preferred.

Responsibilities

• Oversee and enhance guest-facing services onboard.
• Lead a multicultural team to improve guest service experience.
• Manage port operations and ensure compliance with health standards.

Skills

Hospitality leadership

Guest Services management

Effective team leadership

Strong communication

Cultural sensitivity

Education

Bachelor’s degree in Hospitality or Business

Job description

Straight Talk. Real Experience. No Bull‑ship. 🚢✨

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 guest technology 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 Medallion Class 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).

Contract Details

• 4 : 2 Rotation (Auto‑renewed contract of 4 consecutive months onboard, followed by 2 months of vacation).
• Single officer accommodation