Manager, Guest Port Experience
On-siteFort Lauderdale, Florida, United States
Job Summary
Manage day-to-day turnaround guest operations for Princess Cruises fleet in worldwide ports, overseeing ground handling supervisors and executing logistics, transportation, and check-in functions. Resolve delays, irregular operations, and Care Team incidents by ensuring accurate guest communications and executing operational changes. Plan ship and port-specific Guest Logistics manuals in advance of seasons or new port visits, communicating with shipboard officers, ground handlers, and port agents to improve turnaround efficiency. Ensure guest service standards and ratings are met or exceeded by maintaining friendly, efficient check-in staff and proactively addressing service issues. Build and manage regional operational manning plans, forecasts, and process actual costs against plans. Analyze guest feedback and operational trends to identify root causes of service challenges and implement corrective actions. Work cross-functionally with Health, Marine, Marketing/Sales, and shoreside support functions to drive operational excellence. Based in Seattle, WA, with 25-50% travel and work beyond normal hours as needed.
Required Qualifications
- Minimum five (5) years' experience in cruise, logistics, guest service, hotel operations, or event management industry
- Minimum three (3) years' experience with financial reporting or budget planning responsibilities
- 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
- Familiarity with operational reporting tools
- Ability to manage multiple priorities
- Maintain organization and attention to detail
- Travel internationally to support shipboard operations as needed
- 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
- 25-50% travel
- Work beyond normal business hours or on weekends
- Must be located in (or willing to relocate to) the Seattle area
- Candidates must be located in (or willing to relocate to) the Seattle area
- Work from a designated Princess location in Seattle, WA Monday through Thursday each week
- Employees may work from their homes on Fridays
- Understanding of workplace policies and procedures
- Familiarity with team collaboration tools and techniques
- Strong time management and organizational skills
- 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
- Proven ability to analyze guest feedback and operational trends
- Identify root causes of service challenges
- Implement sustainable improvements across multiple teams or locations
- Analyze trends in guest feedback
- Identifying root causes of recurring service issues
- Implementing corrective actions
- Evaluating multiple data sources
- Anticipating operational risks
- Developing practical solutions that can be implemented consistently
- Work with cross-departmental groups consisting of Health, Marine, Marketing/Sales
Desired Qualifications
- Experience within cruise or multi-unit hospitality environments is strongly preferred
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