Lead Navigator

Key Responsibilities

• Champion a personalized, guest- and teammate-centric experience culture in partnership with the Guest Services Director, proactively identifying and reducing friction points throughout the MedallionClass journey.
• Lead by example in the consistent use of Princess MedallionClass products, services, and applications to drive engagement and elevate the onboard experience.
• Act as a visible point of contact for guests, actively listening to concerns with empathy, demonstrating genuine interest, and taking ownership for timely resolution.
• Respond promptly to guest requests and issues, coordinating with onboard teams and ensuring appropriate follow-up actions are completed and communicated.
• Maintain expert-level knowledge of OceanMedallion and the MedallionClass Vacation experience, serving as a subject-matter resource for teammates and guests.
• Fully embrace and role-model the Service Excellence platform and philosophy, coaching teammates to consistently deliver Princess Service Essentials.
• Stay current on updates and enhancements to MedallionClass products, tools, and processes, cascading key information to the Guest Services team.
• Identify and recommend opportunities to improve guest-facing and internal processes, using feedback and data to enhance quality, efficiency, and consistency.
• Support and deputies for the Guest Services Director as required, ensuring alignment with company Core Values and brand standards in all decisions.
• Apply strong knowledge of guest service, company products, policies, and procedures to resolve complex or escalated guest concerns.
• Ensure all duties are carried out in accordance with Princess Core Values, Service Essentials, and all relevant safety, security, and compliance requirements.

Skills, Knowledge & Expertise

• Exceptional presentation and public-speaking skills, with the confidence to engage and influence large groups of guests and teammates.
• Strong microphone skills, with clear diction and a polished, guest-facing delivery style.
• Excellent command of the English language, both verbal and written; additional languages are an advantage.
• Minimum two years’ experience in a guest-facing role within a hotel, resort, cruise, or similar hospitality environment (shipboard experience advantageous).
• Proven leadership capability, including coaching, motivating, and supporting teammates in a fast-paced, service-driven setting.
• In-depth knowledge of the OCEAN platform, OceanMedallion, and the MedallionClass Vacation experience, or a strong aptitude and willingness to learn quickly.
• Demonstrated expertise in guest service, with a track record of handling complex or escalated situations with empathy, professionalism, and sound judgment.
• High level of proficiency with computer-based systems and applications, including the ability to navigate multiple platforms and tools simultaneously.
• Strong organizational skills, with the ability to manage multiple priorities, meet deadlines, and maintain attention to detail under pressure.
• Resilient, adaptable, and comfortable working in a multicultural, shipboard environment with a rotating schedule.
• Alignment with Princess Core Values, Service Excellence, and Service Essentials, with a genuine passion for creating memorable guest experiences.

Job Benefits

• A competitive salary package.
• Your own comfortable double 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.

About
At Princess Cruises, we believe in creating a welcoming, inclusive, and supportive work environment for our diverse, multicultural teams, both at sea and on shore. We offer unique career opportunities that combine professional growth, adventure, and the chance to make a lasting impact on people’s lives through travel.Whether you're looking to advance your hospitality career, explore the world, or work in a dynamic, high-performing environment, Princess Cruises offers:Opportunities to travel and experience new cultures.Comprehensive training and development programs.A strong focus on teamwork and personal growth.Competitive compensation and benefits.A chance to be part of a world-class brand known for excellence.Get to know us by exploring our career site. You’ll learn about our history, hear first-hand what our employees love about working for Princess Cruises, and discover the passion we have for giving our guests lifetime memories.Princess Cruises is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to the applicant’s age, color, race, religion, national origin, sex (including pregnancy and pregnancy related conditions), sexual orientation, gender identity or expression, disability, genetic information, or military or protected veteran status or any other characteristic protected under applicable laws.Scam AlertProtect Yourself from Recruitment Scams. Your safety and trust are important to us. Thank you for helping us maintain a secure and transparent hiring process.