Lead, Guest Experience

This position is on – site in our Royal Caribbean Headquarters Miami 1050

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Silversea team has an exciting career opportunity for a full time Lead, Guest Experience reporting to the Manager, Guest Experience.

Position Overview

The Lead, Global Guest Experience role is responsible for overseeing the efficient operation of the post-cruise executive escalations team, including supporting activities in both Miami and Manila that contribute to the success of the Silversea brand. Core responsibilities include ensuring that escalated phone calls, emails, and chats are managed promptly and effectively, with a strong emphasis on guest satisfaction, guest retention, and fostering long-term brand loyalty. 

The position ensures that both operational and developmental needs of the team are met while proactively identifying opportunities to enhance processes, systems, and overall service delivery. The individual in this role will recommend improvements designed to elevate the guest experience and strengthen the department’s efficiency, performance, and financial discipline. 

This position also engages closely with global post-cruise teams, maintaining a positive and collaborative presence with internal staff and external partners. The role is critical to successfully resolving guest and travel partner complaints, supporting departmental goals, and contributing to the overall success of the Guest Experience function. 

Essential Duties and Responsibilities

• Lead the resolution of top-tier guest escalations beyond the scope of Executive Escalations agents, serving as the voice of Guest Experience on behalf of Executive Leadership and consistently delivering balanced, satisfactory outcomes. 

• Leverage data, reporting, and technology to drive efficiency across correspondence, phone interactions, and system platforms. 

• Recommend updates to processes, training, and service practices to strengthen brand culture and improve performance. 

• Partner with onboard teams to review service-related incidents and support resolution of guest-impacting issues. 

• Develop clear, effective communication materials and training resources that reinforce Silversea’s luxury brand standards. 

• Oversee reporting functions, including SharePoint management, to enhance efficiency and optimize team results. 

• Manage the Luggage Valet program to ensure seamless execution that supports both revenue growth and guest satisfaction. 

• Assist in resolving escalated refund, payment, and financial matters in collaboration with Accounting and Revenue Management. 

• Serve as a primary point of contact during ship-related guest emergencies, ensuring accurate information flow and timely support. 

• Keep regional General Managers informed of significant or sensitive guest issues. 

• Collaborate with cross-functional departments to identify and resolve recurrent service challenges. 

• Recommend policy improvements, gain leadership approval, communicate updates to staff, and support training and compliance. 

• Respond professionally, clearly, and promptly to critical guest and travel partner complaints, both verbally and in writing. 

• Support Legal teams with documentation, fact-finding, and research as needed. 

• Assist the CareTeam with escalated medical disembarkation cases once guests return home. 

• Review, validate, and process port agent and FedEx invoices related to guest service operations. 

Qualifications, Knowledge, and Skills

• Bachelor’s degree is preferred; or five to eight years of customer service experience; or an equivalent combination of education and professional experience. 

• Minimum two years in luxury hospitality, cruise, or guest experience leadership. 

• Experience in customer-facing written communication is strongly preferred. 

• Proficient administrative and computer skills, including MS Word, Windows, and Excel. 

• Exceptional customer service abilities with strong active listening skills and a high level of diplomacy. 

• Outstanding verbal and written communication skills, with the ability to effectively engage individuals across all organizational levels. 

• Proven ability to de-escalate complex or emotionally sensitive situations, adapting communication styles to meet guest needs. 

• Ability to coach and mentor frontline team members on communication and service techniques. 

• Strong judgment, analytical ability, and decision-making skills, especially when dealing with issues not directly addressed by policy. 

• Excellent problem-solving and research skills, with the ability to convert findings into actionable solutions. 

• Deep product knowledge and a strong commitment to going above and beyond to support internal and external stakeholders. 

• Basic mathematical proficiency, including calculating discounts, percentages, and commissions. 

• Familiarity with company and vendor websites, the Knowledge Desk, Trade Support and Service tools, and other company-specific software. 

• Proficiency with Microsoft Office Suite and related applications.  

Working Conditions 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices.  A high noise level is possible if you visit shipboard or offsite locations. 

While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 20-50 pounds, Visual requirements include distant, close and color vision, and ability to adjust focus.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group.  

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.