Senior Manager, Global Guest Experience
Royal Caribbean Group
full-time
Posted on:
Location Type: Office
Location: Miami • Florida • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- 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.
Requirements
- Associate’s degree (AA) or Bachelor’s degree (BA) preferred; or eight to ten years customer service experience; or equivalent combination of education and experience.
- Minimum three to five years in luxury hospitality, cruise, or guest experience leadership.
- Proven ability to build, coach, and retain high-performing teams; succession planning and talent development; talent retention in a global context.
- Exceptional customer service skills, utilizing active listening and diplomacy effectively.
- Outstanding verbal and written communication skills, with the ability to interact effectively with individuals at all organizational levels and roles.
- Strong judgment and decision-making skills.
- Ability to use logic, organizational priorities, and existing guidelines to find solutions for situations that may not be covered by documented instructions.
- Excellent problem-solving, research, and analytical skills with strong attention to detail.
- Ability to identify problems, conduct relevant research, interpret data, and translate findings into practical business solutions.
- Familiarity with company websites, vendor websites supporting Silversea programs, and the Knowledge Desk.
- Proficiency with Trade Support and Service as well as company-specific software.
- Experience with Microsoft Office applications.
- Ability to write reports, procedural documents, business plans, and presentations which are clear and concise, outlining solutions and recommendations for actions.
- The individual must have good business acumen and excellent organizational skills.
- Excellent project management and organizational abilities, capable of balancing multiple priorities.
- Exceptional interpersonal and communication skills, with a proven ability to influence and align cross-functional teams.
- Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to effectively present information to top management, public groups, and/or boards of directors.
Benefits
- Competitive compensation and benefits package
- Excellent career development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsartificial intelligencepredictive analyticsproblem-solvingresearch skillsanalytical skillsproject managementcustomer servicefinancial analysisreport writing
Soft skills
leadershipcommunicationactive listeningdiplomacyjudgmentdecision-makingorganizational skillsinterpersonal skillsinfluenceteam building
Certifications
Associate’s degreeBachelor’s degree