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Silversea
Fleet Director, Guest ExperienceSilversea • Milano, Italy
Fleet Director, Guest Experience

Fleet Director, Guest Experience

Silversea • Milano, Italy
7 giorni fa
Descrizione dell’offerta di lavoro
  • Minimum 7–10 years of experience in luxury hospitality, with at least 2–5 years in a leadership role directly overseeing guest relations operations across multiple ships or properties.
  • Strong working knowledge of guest relations case management, complaint handling protocols, and service recovery practices in a luxury environment.
  • Exceptional leadership, communication, and coaching skills — this role leads primarily through influence and standards rather than direct authority.
  • Exceptional guest-centric mindset with a passion for delivering memorable luxury and ultra luxury experiences.
  • Strong data fluency; comfortable owning guest relations KPIs (resolution time, escalation rate, repeat-complaint rate) and translating them into operational fixes.
  • Fluent in English; additional languages preferred (Spanish, Italian, Portuguese, German, French, Chinese, Japanese)
  • Proven ability to simultaneously manage strategic projects while supporting day to day operational priorities across a complex, fast-paced fleet environment.
  • Demonstrated ability to set strategic direction for vessels, translating corporate priorities into measurable onboard actions and results.
  • Proven leadership skills with a strong focus on talent development, coaching, succession planning, and building high-performing Guest Relations teams.
  • Ability to monitor performance through key guest satisfaction, operational, and people metrics, identifying opportunities for improvement and driving sustainable results.
  • Experience establishing clear expectations and creating a culture of accountability across shipboard and shoreside teams.
  • Strong stakeholder management skills with the ability to influence leaders at all levels of the organization.
  • Expertise in service recovery, guest issue resolution, and handling complex guest situations with professionalism and discretion.
  • Excellent analytical skills with the ability to interpret guest feedback, sentiment data, operational metrics, and market trends.
  • Strong project management, prioritization, and organizational capabilities.
  • Experience with guest satisfaction systems or onboard application, CRM systems, reporting tools, and performance dashboards preferred.

Duties & Responsibilities:

  • Partner with Hotel Directors to ensure guest relations culture is reinforced in daily briefings, onboarding, and performance conversations at the ship level, not owned solely by the Guest Relations Manager.
  • Partner with the Fleet Butler & Guest Experience Director to ensure Guest Relations and Butler teams operate as one coordinated guest experience. Partners with Housekeeping, F&B, Spa, and Shore Excursion leadership to ensure guest experience and problem resolution are coordinated end-to-end.
  • Build an early-warning system from guest feedback data (mid-cruise surveys, post-cruise NPS, complaint logs, social/review monitoring) to catch and address concerns before they surface as complaints.
  • Lead the fleet-wide rollout of new guest experience standards, tools, or protocols, building structured change plans (communication, training, feedback loops) rather than issuing standards and assuming adoption.
  • Participate directly in final-round interviews for shipboard Guest Relations/Guest Experience Manager positions.
  • Build and maintain onboarding and ramp-up programs for new shipboard hires into these roles, reducing time-to-full-productivity. xysqume
  • Leverage luxury hospitality best practices and industry benchmarks to drive innovation, consistency, and operational excellence across the fleet.


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Fleet Director, Guest Experience • Milano, Italy

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