Princess Cruises is in search of a Guest Port Experience Manager, who is crucial in supporting our ship operations in Europe and ensuring all our guests sailing in this region have the best vacation experience possible.
Role Overview
The Manager, Guest Port Experience will be responsible for the oversight and day-to-day operations of the guest logistics and check-in operation (known as turnaround day operations) for our ships in various ports around the U.K., Europe, Africa and Middle East regions. The Manager will work closely with shipboard teams, ground operators, transportation operators, local immigration authorities, and port management to ensure that Princess Cruises turnaround standards are met and that guest ratings exceed the set minimum requirement while creating a positive first and last impression on our guests.
Key accountabilities include:
* Manage the day-to-day turnaround Guest operations for Princess Cruises fleet of ships in worldwide ports as assigned.
* Manage ground handling supervisors, leads, and staff who execute the logistics, transportation, disembarkation, and check-in functions on turnaround day.
* Ensure guest service standards and ratings are met and/or exceeded. Ensure that cruise check-in staff are friendly, fast, efficient, and proactively follow-up on guest service issues based on survey ratings.
* Manage training for all shoreside and ground handling staff to ensure effective understanding of our tools, products, and processes used in turnaround operations.
* Plan and prepare ship and port specific Guest Logistics manuals for turnaround operations in advance of the start of a season, the first-time a given ship will call a certain port, or for other key dates as directed
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK07, offered as a full-time position, on a permanent basis, with primary working locations of cruise terminals/facilities in Southampton.
Requirements: Your Expertise and Leadership
To thrive as a Guest Port Experience Manager, we're looking for:
* Minimum five (5) years’ experience in cruise, logistics, guest service, hotel operations, or event management industry is required
* Minimum three (3) years’ experience with financial reporting or budget planning responsibilities is required
* Must be able to communicate clearly and effectively across interdisciplinary teams
* Must possess basic technical understanding of check-in systems
* Must be proficient in all Microsoft Office and O365 applications, including Word, Excel, PowerPoint, Project and other web-based applications for content creation
About You: A Catalyst for Change
We believe that diversity enriches our team. We're interested in candidates who:
* Majors in Business, Hotel Management, Leisure/Travel Management, or Hospitality and Tourism Management are preferred
Why Join Us?
Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you. Our benefits package reflects our commitment to your wellbeing:
* Employee Discounted Cruising plus Friends and Family offers
* Annual bonus
* A friendly welcome with help settling in
* Regular office events including live entertainment, lifestyle events and charity partner fundraisers
* Extensive learning and development opportunities
* Minimum 25 days leave, bank holiday allowance and holiday trading scheme
* Employee-led networks
* Employee Assistance and Wellbeing programmes
* Recognition scheme with prizes and awards
* Contributory Defined Contribution Pension scheme
* Company paid private medical and dental insurance and health assessment
* In-house Occupational Health help and access to digital GP
* Life Assurance
* Parental and adoption leave
* Employee Shares Plan
* Electric Car and Cycle to Work schemes
* Onsite restaurant offering range of healthy cooked and grab and go meals
* Discounted retail and leisure via discounts portal
Ready to Lead?
If guiding a Guest Experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your performance-led leadership will make a difference in our shared success.
Recruitment Journey
For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney.
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