Sr Asst Purser

Key Responsibilities

• Inspire and lead a team of Guest Services professionals, fostering a culture of empathy, responsiveness, and excellence.
• Provide coaching and mentorship to ensure consistent delivery of personalized and frictionless guest experiences.
• Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring smooth, efficient, and professional operations.
• Promote and integrate MedallionClass technology to enhance guest interactions and streamline service delivery.
• Ensure all team members are trained and confident in using digital platforms to support guest needs.
• Take ownership of resolving guest complaints and concerns with professionalism and urgency.
• Collaborate with onboard departments to address complex issues and ensure high levels of guest satisfaction.
• Maintain accuracy in guest folio management, onboard payments, and financial transactions.
• Ensure compliance with financial policies and procedures, minimizing discrepancies and errors.
• Partner with shipboard leaders to implement best practices and drive continuous improvement in service delivery.
• Monitor KPIs and guest feedback to identify opportunities for operational enhancements.
• Ensure all guest-facing operations comply with HESS policies, public health standards, and safety regulations.
• Support emergency procedures and maintain readiness for audit and inspection requirements.

• Oversee all administrative services for crew members, including onboarding, offboarding, travel arrangements, and immigration documentation.
• Ensure timely and accurate processing of pre-arrival, arrival, and departure paperwork in coordination with shore-side teams and authorities.
• Manage crew berthing modules, optimizing space allocation and maintaining accuracy in crew management systems.
• Ensure crew lists are updated in the ERP system and reflect real-time changes.
• Monitor Crew Office performance, staffing levels, and adherence to service standards.
• Lead regular team meetings and training sessions to ensure alignment with policies and procedures.
• Ensure effective use of hotel systems to maintain accurate teammate records and operational data.
• Provide empathetic support to crew members, addressing concerns and complaints with professionalism and care.
• Promote the onboard CRUISE program, reinforcing shared values and fostering a positive work culture.
• Deliver service and product knowledge training to Crew Office staff to enhance the overall teammate experience.
• Set clear expectations and role descriptions for Crew Office team members.
• Conduct fair and objective performance appraisals and support career development through coaching and training.
• Ensure all team members complete required training and remain current on company policies and services.
• Ensure full compliance with HESS MS, public health standards, and safety protocols.
• Maintain accurate documentation and assist in emergency procedures, safeguarding crew records in accordance with company policy.
• Address audit findings promptly and ensure corrective actions are implemented effectively.

Skills, Knowledge & Expertise

• Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not always required).
• Minimum of 3–5 years of experience in a similar role within the cruise industry, preferably in a leadership or management capacity.
• Experience in crew management or overseeing a large team of staff in a customer service-oriented environment.
• Proven background in guest services, human resources, or operational management on board a cruise ship.
• Leadership and team management: Ability to manage, motivate, and develop a diverse team of crew members from various backgrounds.
• Excellent communication skills (verbal and written) in English (proficiency in other languages is a plus).
• Problem-solving skills and the ability to handle stressful situations, including crew disputes, escalated guest issues, or operational challenges.
• Strong organizational skills for managing schedules, crew performance, and other operational tasks.
• Cultural sensitivity: Understanding and respecting cultural differences among the crew members.
• Operational knowledge: Familiarity with the cruise ship's internal processes, safety regulations, and service standards.
• Strong interpersonal skills to interact with crew members and senior management.
• Ability to remain calm under pressure and handle various situations that may arise on board.
• Attention to detail to ensure smooth operations and adherence to regulations.
• Commitment to providing exceptional guest service and ensuring crew members follow the same standards.
• Adaptability and flexibility to adjust to the unique environment and demands of working at sea.
• Willingness to work onboard a cruise ship for extended periods (usually up to 6 months).
• Ability to work in a multicultural environment, handling crew from various countries.

Job Benefits

• A competitive salary package.
• Your own comfortable single cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

About
At Princess Cruises, we believe in creating a welcoming, inclusive, and supportive work environment for our diverse, multicultural teams, both at sea and on shore. We offer unique career opportunities that combine professional growth, adventure, and the chance to make a lasting impact on people’s lives through travel.Whether you're looking to advance your hospitality career, explore the world, or work in a dynamic, high-performing environment, Princess Cruises offers:Opportunities to travel and experience new cultures.Comprehensive training and development programs.A strong focus on teamwork and personal growth.Competitive compensation and benefits.A chance to be part of a world-class brand known for excellence.Get to know us by exploring our career site. You’ll learn about our history, hear first-hand what our employees love about working for Princess Cruises, and discover the passion we have for giving our guests lifetime memories.Princess Cruises is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to the applicant’s age, color, race, religion, national origin, sex (including pregnancy and pregnancy related conditions), sexual orientation, gender identity or expression, disability, genetic information, or military or protected veteran status or any other characteristic protected under applicable laws.Scam AlertProtect Yourself from Recruitment Scams. Your safety and trust are important to us. Thank you for helping us maintain a secure and transparent hiring process.