Luxury Fleet Guest Experience Director

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

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.