Fleet Director, Guest Experience

Silversea; Lisboa; Presencial; EUR 120 000 - 180 000; Tempo integral

Resumo da oferta

Silversea is seeking a seasoned Guest Relations Director to lead guest experience across our luxury fleet, guiding standards, service recovery, and staff development. You will drive strategic direction for vessels and partner with hotel directors to embed a culture of exceptional hospitality.

The role requires 7–10 years in luxury hospitality with 2–5 years in a leadership role, fluent English, and the ability to manage KPIs, guest feedback, and cross-functional coordination on multiple ships.

Qualificações

• 7–10 years in luxury hospitality with 2–5 years in a leadership role overseeing guest relations across ships or properties.
• Strong knowledge of guest relations case management, complaint handling, and service recovery in luxury environments.
• Exceptional leadership, communication, and coaching skills with influence over standards rather than direct authority.
• Guest-centric mindset with passion for delivering luxury and ultra-luxury experiences.
• Strong data fluency; comfortable owning guest relations KPIs and translating them into fixes.
• Fluent in English; additional languages preferred (Spanish, Italian, Portuguese, German, French, Chinese, Japanese).
• Proven ability to manage strategic projects while supporting day-to-day priorities across a complex fleet environment.
• Ability to set strategic direction for vessels and translate priorities into onboard actions.
• Proven leadership with focus on talent development, coaching, succession planning, and building high-performing Guest Relations teams.
• Ability to monitor performance through guest satisfaction, operational, and people metrics and drive improvements.
• Experience establishing clear expectations and creating a culture of accountability across shipboard and shoreside teams.
• Strong stakeholder management to influence leaders at all levels.
• Expertise in service recovery and handling complex guest situations with professionalism and discretion.
• Excellent analytical skills interpreting guest feedback, sentiment data, and market trends.
• Strong project management, prioritization, and organizational capabilities.
• Experience with guest satisfaction systems or onboard applications, CRM systems, reporting tools and dashboards.

Responsabilidades

• Partner with Hotel Directors to reinforce guest relations culture in daily briefings, onboarding, and performance conversations at ship level.
• Collaborate with Fleet Butler & Guest Experience Director to ensure Guest Relations and Butler teams operate as one coordinated experience.
• Build an early-warning system from guest feedback data to catch 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 Manager roles.
• Develop onboarding and ramp-up programs for new shipboard hires to reduce time-to-full-productivity.
• Leverage luxury hospitality best practices to drive innovation, consistency, and excellence across the fleet.

Conhecimentos

Leadership

Guest relations

Data fluency

Stakeholder management

Project management

Analytical skills

Communication

Coaching

Talent development

Change management

Culture of accountability

Strategic direction

KPI monitoring

Fleet environment experience

Ferramentas

CRM systems

Reporting tools

Dashboards

Descrição da oferta de emprego

• 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.