Manager

• Develop and communicate a clear vision for the Guest Experience function, aligning departmental goals with the company’s long-term strategy for luxury hospitality and guest satisfaction.
• Champion the adoption of artificial intelligence and data analytics to streamline workflows, optimize resource allocation, and proactively anticipate guest needs, enabling the team to deliver faster, smarter, and more personalized service.
• Lead initiatives that use technology and guest feedback to create bespoke experiences, ensuring every touchpoint reflects Silversea’s commitment to individualized service and 5-star standards.
• Oversee global post-cruise operations, driving continuous improvement in service standards, KPIs, and financial discipline through strategic use of AI and automation.
• Present actionable, data-driven insights to senior leadership, using predictive analytics to inform strategic decisions and resource planning.
• Build and inspire a high-performing team, fostering a culture of empowerment, accountability, and brand pride.
• Serve as the final escalation point for complex guest issues, using strategic judgment and AI-supported solutions to deliver resolutions that uphold guest satisfaction and protect organizational interests.
• Partner with global teams and external stakeholders to advance the Guest Experience function, leveraging technology to enhance communication, efficiency, and service quality.
• Monitor guest compensation plans and proactively identify opportunities to reduce costs, leveraging AI and analytics to ensure compensation aligns with business needs and guest expectations while supporting financial sustainability.

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