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 guest feedback, sentiment data, operational metrics, and market trends. - Strong project management, prioritization, and organizational capabilities. - Experience with guest satisfaction systems or onboard application, CRM systems, reporting tools, and performance dashboards preferred.

Duties & Responsibilities:

- Partner with Hotel Directors to ensure guest relations culture is reinforced in daily briefings, onboarding, and performance conversations at the ship level, not owned solely by the Guest Relations Manager. - Partner with the Fleet Butler & Guest Experience Director to ensure Guest Relations and Butler teams operate as one coordinated guest experience. Partners with Housekeeping, F&B;, Spa, and Shore Excursion leadership to ensure guest experience and problem resolution are coordinated end-to-end. - Build an early-warning system from guest feedback data (mid-cruise surveys, post-cruise NPS, complaint logs, social/review monitoring) to catch and address concerns before they surface as complaints. - Lead the fleet-wide rollout of new guest experience standards, tools, or protocols, building structured change plans (communication, training, feedback loops) rather than issuing standards and assuming adoption. - Participate directly in final-round interviews for shipboard Guest Relations/Guest Experience Manager positions. - Build and maintain onboarding and ramp-up programs for new shipboard hires into these roles, reducing time-to-full-productivity. - Leverage luxury hospitality best practices and industry benchmarks to drive innovation, consistency, and operational excellence across the fleet.

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