1st Purser Rooms (Guest Services Director)

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The 1st Purser Rooms (Guest Services Director) is responsible for ensuring that guest service, housekeeping, and laundry product quality standards meet or exceed requirements. This includes owning and monitoring the Service Excellence tool, consistently reviewing guest feedback, and collaborating with the Associate Hotel General Manager to formulate short- and long-term service improvement plans.

Key responsibilities include:

• Ensuring that guest service, housekeeping, and laundry product quality standards meet or exceed requirements.
• Owning and monitoring the Service Excellence tool, enabling first contact resolution and reducing recurring service failures.
• Consistently reviewing guest feedback to identify, address, and resolve trends and issues.
• Collaborating with the Associate Hotel General Manager to formulate short- and long-term service improvement plans.
• Supporting the delivery of group functions and weddings.
• Serving as a role model for departmental crewmembers by finding innovative ways to leverage technology to increase crew.
• Promoting empowerment within the teams, encouraging everyone to own and resolve guest issues in an effective manner and focusing on service recovery.
• Actively participating in the planning and documenting of current and future itinerary deployments, anticipating potential challenges relating to demographics, logistics, and clearance requirements.
• Supporting the development of shipboard organizational plans to ensure maintenance periods run successfully.
• Regularly monitoring the shipboard Hotel Key Performance Indicators.
• Reviews and analyzes the indexes on an ongoing basis, discusses and evaluates findings with the Associate Hotel General Manager and team, and implements responsive action when appropriate.
• Oversees port arrival and departure formalities, including electronic transmissions; ensures timely, compliant, and accurate clearance process for guests, crew, and supplies.
• Directs efficient and smooth guest embarkation & disembarkation process, tender operations, and passport and immigration inspections, to maintain Company standards.
• Observe each crewmember’s performance using his or her role description as a guide and deliver prompt and appropriate feedback. Coaches and develops skilled, engaged team members.
• Conducts regular staff meetings with Guest Services, Housekeeping, and Laundry departments’ senior staff to communicate policies, discuss issues, and coordinate solutions.
• Continuously coaches the team on all Medallion Class applications ensuring seamless experiences.
• Carefully monitors costs, expenditures, and inventory of all assigned departments and achieves targets within the established budget.
• Constantly analyzes current processes to identify areas for small innovations and improvement and increased operational effectiveness; develops long-term strategies to increase operational effectiveness throughout all areas of responsibility.
• Regularly reviews the Guest Services, Housekeeping, and Laundry manning levels and the shipboard organizational structure to develop proposals that optimize the use of resources and decrease costs.
• Maintains clear and regular communication with the Associate Hotel General Manager and shore-side Guest Operations.
• Communicates clearly and appropriately with third parties such as Customs and Immigration as required.
• Ensures that all issues found during internal and external audits are appropriately and timely addressed and resolved, and develops plans to prevent repeat occurrences.
• Maintains current, accurate knowledge of public health standards and ensures compliance throughout all areas of responsibility. Supports the coordination of onboard resources and the response in case outbreak situations necessitate increased sanitation levels.