Fleet Director, Guest Experience

Silversea; Milano; In loco; EUR 150.000 - 210.000; Tempo pieno

Descrizione del lavoro

Silversea is seeking a senior Guest Relations leader to drive guest experience excellence across the fleet. You will oversee strategic guest relations initiatives, set vessel directions, and mentor high-performing teams to deliver memorable luxury experiences.

The role focuses on leading through standards, coaching, and data-driven improvements, coordinating with hotel directors and fleet leadership to ensure seamless guest journeys onboard and ashore.

Competenze

• 7–10 years in luxury hospitality with 2–5 years in leadership overseeing guest relations.
• Strong knowledge of guest relations case management and service recovery practices.
• Fluent in English; additional languages preferred.
• Ability to manage strategic projects while supporting day-to-day operations.
• Proven ability to set strategic direction for vessels.
• Talent development, coaching, succession planning, and building high-performing teams.
• Ability to monitor guest satisfaction, operational and people metrics and drive improvements.
• Culture of accountability across shipboard and shoreside teams.

Mansioni

• Partner with Hotel Directors to reinforce guest relations culture in daily briefings, onboarding, and performance conversations at the ship level.
• Coordinate with Fleet Butler and Guest Experience Director to unify Guest Relations and Butler teams with Housekeeping, F&B, Spa, and Shore Excursion leadership.
• Build 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 (communication, training, feedback loops).
• Participate in final-round interviews for shipboard Guest Relations roles.
• Build onboarding and ramp-up programs for new shipboard hires to reduce time-to-full productivity.
• Leverage luxury hospitality benchmarks to drive innovation and operational excellence across the fleet.

Conoscenze

Leadership

Guest relations leadership

Data fluency

KPI ownership

Stakeholder management

Project management

Analytical skills

Guest satisfaction

Strumenti

CRM systems

Reporting tools

Performance dashboards

Descrizione del lavoro

• 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.