Fleet Director, Guest Experience

About the role

The Fleet Director, Guest Experience leads the strategic vision and day‑to‑day execution of guest‑relations across a multi‑ship luxury fleet. Reporting to senior hotel leadership, this role shapes a culture of service excellence and ensures memorable experiences for high‑net‑worth travelers.

Key responsibilities

• Partner with Hotel Directors to embed guest‑relations standards in daily briefings, onboarding, and performance conversations at each vessel.
• Coordinate with the Fleet Butler & Guest Experience Director to align Guest Relations and Butler teams into a seamless guest journey.
• Collaborate with Housekeeping, Food & Beverage, Spa, and Shore Excursion leaders to guarantee end‑to‑end problem resolution.
• Design and maintain an early‑warning system using mid‑cruise surveys, post‑cruise NPS, complaint logs, and social monitoring to pre‑empt issues.
• Lead fleet‑wide rollout of new guest‑experience initiatives, ensuring consistent adoption and measurable impact.
• Own and analyse key performance indicators such as resolution time, escalation rate, and repeat‑complaint rate, translating data into operational improvements.

Required profile

• 7–10 years of luxury hospitality experience, including 2–5 years in a leadership role overseeing guest relations across multiple ships or properties.
• Proven ability to set strategic direction, translate corporate priorities into actionable onboard results, and drive measurable outcomes.
• Exceptional leadership, communication, and coaching skills, with a talent‑development focus.
• Strong data fluency and a guest‑centric mindset, comfortable managing KPIs and driving service recovery.
• Fluent English; additional languages such as Spanish, Italian, Portuguese, German, French, Chinese or Japanese are a plus.

Required skills

• Experience with guest‑satisfaction platforms or onboard applications.
• Proficiency in CRM systems, reporting tools and performance dashboards.
• Ability to interpret guest feedback, sentiment data and operational metrics.