Description
As a Sr Assistant Purser, you will serve in a dual-capacity leadership role, supporting either Guest Services or Crew Office operations depending on the ship’s operational requirements. This position is critical to delivering exceptional service experiences for guests and ensuring the well-being, administrative support, and satisfaction of our onboard teammates. You will be entrusted with driving service excellence, operational efficiency, and team development while upholding Princess Cruises’ commitment to safety, inclusivity, and innovation.
Key Responsibilities:
Guest Services Operations - 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.
Crew Services Operations - 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.