Fleet Director, Guest Experience

About the role

The Fleet Director, Guest Experience leads the guest‑relations strategy across a multi‑ship luxury fleet. Reporting to senior hotel leadership, this role shapes a guest‑centric culture, drives service recovery, and ensures consistent, memorable experiences for ultra‑luxury travelers.

Key responsibilities

• Partner with Hotel Directors to embed guest‑relations standards in daily briefings, onboarding, and performance reviews.
• Coordinate with the Fleet Butler & Guest Experience Director to align Guest Relations and Butler teams for a seamless guest journey.
• Collaborate with Housekeeping, Food & Beverage, Spa, and Shore Excursion leaders to resolve issues end‑to‑end.
• Develop an early‑warning system using mid‑cruise surveys, post‑cruise NPS, complaint logs, and social monitoring to proactively address concerns.
• Lead fleet‑wide rollout of new guest‑experience initiatives and monitor key performance indicators such as resolution time, escalation rate, and repeat‑complaint rate.

Required profile

• 7–10 years of luxury hospitality experience, including 2–5 years in a leadership role overseeing guest relations across multiple properties or ships.
• Proven ability to set strategic direction, translate corporate priorities into measurable actions, and drive sustainable results.
• Exceptional leadership, communication, and coaching skills, with a talent‑development focus.
• Strong analytical mindset, comfortable interpreting guest feedback, sentiment data, and operational metrics.

Required skills

• Experience with CRM systems and guest‑satisfaction platforms.
• Ability to build and use performance dashboards for KPI tracking.