Manager, Guest Port Experience

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. The Manager, Guest Port Experience will be responsible for the oversight and day-to-day operations of the guest logistics and check-in operation (turnaround day) for our ships in various ports around the world. The Manager will work closely with shipboard teams, ground operators, local immigration authorities, and port management to ensure that Princess Cruises turnaround standards are met and that guest ratings exceed the set minimum requirement while creating a positive first and last impression on our guests. Here’s a summary of what Princess is looking for in a Manager, Guest Port Experience. Is this you?

Manage the day-to-day turnaround Guest operations for Princess Cruises fleet of ships in worldwide ports as assigned. Manage ground handling supervisors, leads, and staff, who execute the logistics, transportation, and check-in functions on turnaround day. Manage delays, irregular operations, and Care Team incidents by ensuring accurate guest communications are utilized and ensuring that changes to day-of operations are planned and executed accordingly. Plan and prepare ship and port specific Guest Logistics manuals for turnaround operations in advance of the start of a season, the first-time a given ship will call a certain port, or for other key dates as directed. Communicate frequently with Shipboard officers, ground handlers, port agents, and other relevant parties to effectively plan, follow-up, and improve turnaround operations. Ensure guest service standards and ratings are met and/or exceeded. Ensure that cruise check-in staff are friendly, fast, efficient, and proactively follow-up on guest service issues based on survey ratings. Foster a positive working relationship with ground handlers, port agents, immigration officials, and other government authorities. Build and manage regional Guest Logistics operational manning plans, forecasts, and process actual costs (via Princess’ internal electronic invoice processing system) against those plans. Ensure delivery and integration of key developmental and operational milestones as set forth by department head. Knowledge & Skills: Scope: This position serves to plan, manage, and execute the critical turnaround business functions for Princess Cruises. This position will have management responsibility for a number of ports in a given region, and requires a significant amount of travel, with the position being based at one of the homebase ports. Each day will require working with team members from different countries and cultures, and strong communication is a crucial function. The work environment, when not in office or at home—will consist of cruise terminal buildings, piers/docks, and other maritime facilities where ship turnaround operations take place. Problem solving: The role regularly addresses complex operational and guest experience challenges that may impact the turnaround experience. This includes analyzing trends in guest feedback, identifying root causes of recurring service issues, and implementing corrective actions. Problem solving often requires evaluating multiple data sources, anticipating operational risks, and developing practical solutions that can be implemented consistently. Work with cross-departmental groups consisting of Health, Marine, Marketing/Sales, on specific needs for a port or ship on a regular basis. Impact: The Manager, Guest Port Experience will be responsible for the oversight and day-to-day operations of the guest logistics and check-in operation (turnaround day) for our ships in various ports around the world. The role has a direct impact on the overall guest experience delivered