Fleet Director Guest Experience

About the role

Silversea is seeking a Fleet Director Guest Experience for shipboard employment. The role focuses on guest relations operations and memorable luxury and ultra luxury experiences across a fleet.

Requirements

• Minimum 7–10 years of experience in luxury hospitality, including 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, with the ability to lead through influence and standards rather than direct authority.
• A guest-centric mindset and passion for delivering memorable luxury and ultra luxury experiences.
• Strong data fluency, including ownership of guest relations KPIs such as resolution time, escalation rate, and repeat-complaint rate, and translating them into operational fixes.
• Fluent in English; additional languages preferred: Spanish, Italian, Portuguese, German, French, Chinese, or Japanese.
• Ability to manage strategic projects while supporting day-to-day operational priorities across a complex, fast-paced fleet environment.
• Ability to set strategic direction for vessels, translating corporate priorities into measurable onboard actions and results.
• Leadership skills focused on talent development, coaching, succession planning, and building high-performing Guest Relations teams.
• Ability to monitor guest satisfaction, operational, and people metrics, identify improvement opportunities, and drive sustainable results.
• Experience establishing clear expectations and accountability across shipboard and shoreside teams.
• Strong stakeholder management skills and 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 and ability to interpret guest feedback and sentiment data.

Datos clave

• Shipboard employment.
• Requires 7–10 years of luxury hospitality experience and 2–5 years in a leadership role overseeing guest relations operations.

Salario estimado

Salario estimado para servicio al cliente en México: MXN 6.350 - 14.000 al mes, según 68 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.