Qualifications: Desplácese hacia abajo para encontrar los detalles completos de la oferta de trabajo, incluyendo la experiencia requerida y las funciones y tareas asociadas.
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,

📌 Fleet Director, Guest Experience (Madrid)
🏢 CareerWallet
📍 Madrid