Sr Asst Purser (Japanese Speaking) - CS

By joining Princess Cruises as a Sr Assistant Purser, you will embark on a career adventure like no other. This role requires a leader who can inspire and motivate a team of Guest Services professionals to deliver exceptional service experiences for guests and ensure the well-being, administrative support, and satisfaction of onboard teammates.

As a key member of the Princess Cruises team, you will be responsible for driving service excellence, operational efficiency, and team development while upholding the company's commitment to safety, inclusivity, and innovation.

Key responsibilities include:

• Serving in a dual-capacity leadership role, supporting either Guest Services or Crew Office operations depending on the ship's operational requirements.
• Inspiring and leading a team of Guest Services professionals, fostering a culture of empathy, responsiveness, and excellence.
• Providing coaching and mentorship to ensure consistent delivery of personalized and frictionless guest experiences.
• Overseeing the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring smooth, efficient, and professional operations.
• Promoting and integrating MedallionClass technology to enhance guest interactions and streamline service delivery.
• Ensuring all team members are trained and confident in using digital platforms to support guest needs.
• Taking ownership of resolving guest complaints and concerns with professionalism and urgency.
• Collaborating with onboard departments to address complex issues and ensure high levels of guest satisfaction.

In addition to these responsibilities, you will also be expected to:

• 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.

If assigned to the Crew Services Operations role, you will be responsible for:

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

To be successful in this role, you will need to possess:

• A 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 and Japanese languages.
• 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.

As a member of the Princess Cruises team, you will enjoy a range of benefits, including:

• 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.

Join us and become part of a global team that’s passionate about delivering exceptional experiences for our guests.