Qualifications: * SHIPBOARD Employment * Minimum 7–10 years of experience in luxury hospitality, with 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 — this role leads primarily through influence and standards rather than direct authority. * Exceptional guest-centric mindset with a passion for delivering memorable luxury and ultra luxury experiences. * Strong data fluency; comfortable owning guest relations KPIs (resolution time, escalation rate, repeat-complaint rate) and translating them into operational fixes. * Fluent in English; additional languages preferred (Spanish, Italian, Portuguese, German, French, Chinese, Japanese) Skills & Competencies: * Proven ability to simultaneously manage strategic projects while supporting day to day operational priorities across a complex,



fast-paced fleet environment. * Demonstrated ability to set strategic direction for vessels, translating corporate priorities into measurable onboard actions and results. * Proven leadership skills with a strong focus on talent development, coaching, succession planning, and building high-performing Guest Relations teams. * Ability to monitor performance through key guest satisfaction, operational, and people metrics, identifying opportunities for improvement and driving sustainable results. * Experience establishing clear expectations and creating a culture of accountability across shipboard and shoreside teams. * Strong stakeholder management skills with the 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 with the ability to interpret

📌 Fleet Director, Guest Experience (Comunidad de Madrid)
🏢 Silversea.
📍 Comunidad de Madrid