Sr Asst Purser

Key Responsibilities

• 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.

• 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.

Skills, Knowledge & Expertise

• Education & Professional Background
  • Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not essential with equivalent experience).
  • Minimum of 3–5 years of experience in a similar role within the cruise, hospitality, or travel industry, with proven responsibility for guest or crew services.
  • Demonstrated experience in crew management and/or leading a large, diverse team in a customer service–oriented environment.
  • Previous shipboard experience in guest services, hotel operations, or crew administration is strongly preferred.
• Leadership & People Management
  • Proven ability to lead, motivate, and develop multicultural teams, role-modelling Princess Cruises’ values and service standards.
  • Experience providing coaching, feedback, and performance management to drive high levels of engagement and service quality.
  • Skilled in handling sensitive crew and guest matters with discretion, empathy, and professionalism.
• Guest & Crew Service Excellence
  • Strong background in guest services, human resources, or hotel operations, with a passion for delivering exceptional, personalized experiences.
  • Demonstrated ability to manage escalated guest issues or complex crew concerns, balancing empathy with operational requirements.
  • Committed to fostering a positive onboard culture that supports both guest satisfaction and crew well-being.
• Operational & Administrative Expertise
  • Solid understanding of cruise ship or hotel operational processes, including check-in/check-out, folio management, and financial transactions.
  • Experience with crew onboarding/offboarding, travel logistics, immigration documentation, and crew records management is highly advantageous.
  • Strong organizational and time-management skills, with the ability to prioritize, multi-task, and maintain accuracy in a fast-paced environment.
  • Comfortable working with digital platforms, property management systems, and office software; aptitude for learning new systems and MedallionClass technology.
• Communication & Interpersonal Skills
  • Excellent verbal and written communication skills in English; additional languages are a strong advantage.
  • Exceptional interpersonal skills, with the ability to build trust and credibility with guests, crew, and senior leaders.
  • Cultural awareness and sensitivity, with the ability to collaborate effectively with teammates from a wide range of backgrounds and nationalities.
• Compliance, Safety & Public Health
  • Working knowledge of cruise industry safety standards, public health requirements, and company policies (e.g. HESS, USPH or equivalent) or a strong willingness to learn.
  • Demonstrated attention to detail and commitment to maintaining accurate records and documentation in line with audit and regulatory standards.
• Personal Attributes
  • Resilient, calm, and solution-focused under pressure, with strong problem-solving skills and sound judgment.
  • High level of integrity, confidentiality, and professionalism in all interactions.
  • Adaptable and flexible, comfortable with changing priorities and the unique demands of working and living at sea.
  • Willingness to commit to shipboard life for extended contract periods (typically up to 6 months) and to work a schedule that includes weekends and public holidays.

Job Benefits

• 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.

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.