Qualifications:
- SHIPBOARD
Employment
- 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)*

Skills & Competencies:
- 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.

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 Direc

📌 Fleet Director, Guest Experience (Milano)
🏢 Silversea
📍 Milano