Manager, Guest Port Experience

Holland America Line Inc; Seattle, Northern (WA, KY); Hybrid; USD 95,000 - 135,000; 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

Reimbursement

Rewards & Incentives

Job summary

Princess Cruises seeks a Manager, Guest Port Experience to oversee turnaround guest logistics and check-in operations across worldwide ports. You will coordinate with shipboard teams, ground handlers, port authorities, and management to meet standards and deliver excellent guest experiences.

Travel up to 25-50% and oversee staffing plans, budgets, and performance metrics while maintaining strong cross-functional communication and leadership across diverse teams.

Qualifications

• Ability to analyze guest feedback and operational trends to identify root causes and implement sustainable improvements.
• Minimum five years’ experience in cruise, logistics, guest service, hotel operations, or event management is required.
• Minimum three years’ experience with financial reporting or budget planning responsibilities is required.
• Proficiency in Microsoft Office Suite and familiarity with operational reporting tools.
• Must be able to travel internationally to support shipboard operations.

Responsibilities

• Manage the day-to-day turnaround Guest operations for Princess Cruises fleet in worldwide ports as assigned. Lead ground handling supervisors, leads, and staff to execute logistics, transportation, and check-in functions.
• Plan and prepare ship and port-specific Guest Logistics manuals in advance of seasons or new ports; communicate with shipboard officers, ground handlers, port agents, and relevant parties.
• Ensure guest service standards and ratings are met or exceeded; ensure staff are friendly, efficient, and proactive in addressing guest service issues.
• Build and manage regional Guest Logistics staffing plans, forecasts, and cost tracking against plans.
• Ensure delivery and integration of key milestones as directed by department head.

Skills

Communication

Time management

Organizational skills

Leadership

Cross-functional collaboration

Budget planning

Microsoft Office

Operational reporting tools

Tools

Microsoft Office Suite

Job description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone.

The Manager, Guest Port Experience will be responsible for the oversight and day-to-day operations of the guest logistics and check-in operation (turnaround day) for our ships in various ports around the world. The Manager will work closely with shipboard teams, ground operators, local immigration authorities, and port management to ensure that Princess Cruises turnaround standards are met and that guest ratings exceed the set minimum requirement while creating a positive first and last impression on our guests.

Here’s a summary of what Princess is looking for in a Manager, Guest Port Experience. Is this you?

Responsibilities

• Manage the day-to-day turnaround Guest operations for Princess Cruises fleet of ships in worldwide ports as assigned. Manage ground handling supervisors, leads, and staff, who execute the logistics, transportation, and check-in functions on turnaround day. Manage delays, irregular operations, and Care Team incidents by ensuring accurate guest communications are utilized and ensuring that changes to day-of operations are planned and executed accordingly.
• Plan and prepare ship and port specific Guest Logistics manuals for turnaround operations in advance of the start of a season, the first-time a given ship will call a certain port, or for other key dates as directed. Communicate frequently with Shipboard officers, ground handlers, port agents, and other relevant parties to effectively plan, follow-up, and improve turnaround operations.
• Ensure guest service standards and ratings are met and/or exceeded. Ensure that cruise check-in staff are friendly, fast, efficient, and proactively follow-up on guest service issues based on survey ratings. Foster a positive working relationship with ground handlers, port agents, immigration officials, and other government authorities.
• Build and manage regional Guest Logistics operational manning plans, forecasts, and process actual costs (via Princess’ internal electronic invoice processing system) against those plans.
• Ensure delivery and integration of key developmental and operational milestones as set forth by department head.

Knowledge & Skills

• Scope: This position serves to plan, manage, and execute the critical turnaround business functions for Princess Cruises. This position will have management responsibility for a number of ports in a given region, and requires a significant amount of travel, with the position being based at one of the homebase ports. Each day will require working with team members from different countries and cultures, and strong communication is a crucial function. The work environment, when not in office or at home—will consist of cruise terminal buildings, piers/docks, and other maritime facilities where ship turnaround operations take place.
• Problem solving: The role regularly addresses complex operational and guest experience challenges that may impact the turnaround experience. This includes analyzing trends in guest feedback, identifying root causes of recurring service issues, and implementing corrective actions. Problem solving often requires evaluating multiple data sources, anticipating operational risks, and developing practical solutions that can be implemented consistently. Work with cross-departmental groups consisting of Health, Marine, Marketing/Sales, on specific needs for a port or ship on a regular basis.
• Impact: The Manager, Guest Port Experience will be responsible for the oversight and day-to-day operations of the guest logistics and check-in operation (turnaround day) for our ships in various ports around the world. The role has a direct impact on the overall guest experience delivered across turnaround ports, influencing guest satisfaction scores, service recovery outcomes, and operational consistency in embarkation and disembarkation delivery.
• Leadership: The Manager will work closely with shipboard teams, ground operators, local immigration authorities, and port management to ensure that Princess Cruises turnaround standards are met and that guest ratings exceed the set minimum requirement while creating a positive first and last impression on our guests.
• For all roles: Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Skills: Strong time management and organizational skills
• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Essential/Minimum Qualifications

• The position requires a proven ability to analyze guest feedback and operational trends, identify root causes of service challenges, and implement sustainable improvements across multiple teams or locations
• Minimum five (5) years’ experience in cruise, logistics, guest service, hotel operations, or event management industry is required
• Minimum three (3) years’ experience with financial reporting or budget planning responsibilities is required
• Strategic planner, with an innovative, hands‑on, practical management approach
• Must be able to communicate clearly and effectively across interdisciplinary teams
• Proficiency in Microsoft Office Suite and familiarity with operational reporting tools are required, along with the ability to manage multiple priorities, maintain organization and attention to detail, and travel internationally to support shipboard operations as needed

Essential experience required

• Proven experience managing complex operations
• Experience working cross-functionally with operational partners such as hotel operations, food and beverage, entertainment, and shoreside support functions Demonstrated ability to drive operational excellence and deliver exceptional guest experience
• Experience within cruise or multi‑unit hospitality environments is strongly preferred..

Travel

25-50% with non-shipboard travel likely

Work Conditions

Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

Physical Demands

Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Princess location Monday through Thursday each week. Employees may work from their homes on Fridays.

Princess provides comprehensive and innovative benefits to meet your needs, including:

What You Can Expect

• Cruise and Travel Privileges forYou andYourFamily
• HealthBenefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition& Professional CertificationReimbursement
• Rewards & Incentives

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well‑being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information

Princess is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodation with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact [e-mail].