Guest Services Director (1st Purser Rooms)

Position Summary

We’re looking for an experienced 1st Purser Rooms (Guest Services Director) to oversee and elevate the guest-facing experience onboard a world-class cruise ship. This senior leadership role is responsible for the smooth and efficient delivery of Guest Services, Housekeeping, and Laundry operations. You’ll lead a multicultural team, drive first-contact resolution, and use data, service tools, and guest technology to ensure every guest enjoys a seamless cruise experience. This is a high-impact, guest-centric leadership position for a proven shipboard professional with a passion for service and excellence.

Key Responsibilities

• Ensure Guest Services, Housekeeping, and Laundry consistently meet or exceed company standards.
• Use the Service Excellence tool to resolve guest issues and reduce recurring service failures.
• Lead root cause analysis and continuous service improvement planning with the Associate Hotel General Manager.
• Oversee port operations, clearance processes, embarkation/disembarkation, tendering, and documentation accuracy.
• Support onboard functions such as weddings, groups, and in-port events.
• Drive MedallionClass integration and lead digital innovation across departments.
• Manage KPIs, staffing levels, costs, and performance reviews; coach and develop senior team members.
• Coordinate with customs, immigration, and shore-based teams to ensure compliance and operational excellence.
• Ensure public health standards are upheld, and lead enhanced protocols during outbreak scenarios.

Essential Skills, Knowledge and Expertise

• Previous cruise ship experience in a senior guest operations or hotel role (non-negotiable).
• 5+ years in hospitality leadership, with hands-on experience in Guest Services and Housekeeping.
• Bachelor's degree in Hospitality, Business, or related field (preferred).
• Effective team leader with experience managing large international teams.
• Fluent English required; additional languages strongly preferred.
• Strong communicator with a collaborative, guest-centric approach and a passion for excellence.
• Familiarity with customs, immigration, and public health standards (e.g., USPH, HACCP).

Contract Details

• 4:2 Rotation (Auto-renewed contract of 4 consecutive months onboard, followed by 2 months of vacation).
• Single officer accommodation