Guest Experience & Onboard Resolution Leader

Carnival Corporation & plc; Fort Lauderdale (FL); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Cruise and Travel Privileges

Health Benefits

401(k)

Employee Stock Purchase Plan

Training & Professional Development

Tuition & Professional CertificationRe

Rewards & Incentives

Job summary

Princess in Florida is seeking a Sr. Manager, Guest Experience & Onboard Resolution to lead service standards and drive onboard resolutions for guests, travel advisors, and stakeholders.

The role requires strategic project leadership across hotel operations, vendor relations, and frontline teams while maintaining data-driven improvements. You will oversee shipboard and shoreside guest experience programs, collaborate with cross-functional teams, and influence guest satisfaction metrics.

Qualifications

• Seven+ years of marketing, sales, or customer service management experience within the hospitality industry.
• Experience communicating through all mediums with Director level and above.
• Bachelor's degree required; Master's degree preferred.

Responsibilities

• Lead onboard guest experience initiatives and service standards.
• Drive resolutions for escalated guest issues and coordinate with stakeholders.
• Collaborate with Hotel Operations, IT, Legal and other teams to improve processes.
• Manage and develop the Onboard Experience Support frontline team.

Skills

Leadership

Communication

Project management

Stakeholder management

Customer service

Education

Bachelor's degree

Master's degree preferred

Tools

CRM systems

Job description

Princess in Florida is seeking a Sr. Manager, Guest Experience & Onboard Resolution to lead service standards and drive onboard resolutions for guests, travel advisors, and stakeholders.

The role requires strategic project leadership across hotel operations, vendor relations, and frontline teams while maintaining data-driven improvements. You will oversee shipboard and shoreside guest experience programs, collaborate with cross-functional teams, and influence guest satisfaction metrics.