Senior Manager, Global Guest Experience

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Silversea Cruises brand has an exciting career opportunity for a full-time Senior Manager, Global Guest Experience on the Guest Relations Team reporting to the Director, Guest Services Operations.

This is a land-based position that will work onsite in Miami, Florida.

Position Summary:

As a strategic leader within Silversea, you would play a large part in shaping the future of ultra-luxury cruise hospitality by championing a bold vision for guest service excellence. This role is responsible for setting and executing a forward-thinking strategy that leverages advanced technologies, including artificial intelligence, to drive operational efficiency, deliver highly tailored guest experiences, and uphold the brand’s commitment to 5-star service.

You would be empowered to make brand policy decisions that align with both guest needs and business objectives, fostering innovation and continuous improvement. By harnessing AI-driven insights and automation, the role ensures every guest interaction is personalized, seamless, and exceeds expectations, reinforcing Silversea’s reputation as the world’s best cruise line.

Essential Duties and Responsibilities:

• Strategic Leadership: Develop and communicate a clear vision for the Guest Experience function, aligning departmental goals with the company’s long-term strategy for luxury hospitality and guest satisfaction.
• AI-Driven Efficiency: Champion the adoption of artificial intelligence and data analytics to streamline workflows, optimize resource allocation, and proactively anticipate guest needs, enabling the team to deliver faster, smarter, and more personalized service.
• Customer-Centric Innovation: Lead initiatives that use technology and guest feedback to create bespoke experiences, ensuring every touchpoint reflects Silversea’s commitment to individualized service and 5-star standards.
• Operational Excellence: Oversee global post-cruise operations, driving continuous improvement in service standards, KPIs, and financial discipline through strategic use of AI and automation.
• Performance Insights: Present actionable, data-driven insights to senior leadership, using predictive analytics to inform strategic decisions and resource planning.
• Team Empowerment: Build and inspire a high-performing team, fostering a culture of empowerment, accountability, and brand pride. Provide coaching and development opportunities that encourage innovation and adaptability.
• Guest Issue Resolution: Serve as the final escalation point for complex guest issues, using strategic judgment and AI-supported solutions to deliver resolutions that uphold guest satisfaction and protect organizational interests.
• Collaboration: Partner with global teams and external stakeholders to advance the Guest Experience function, leveraging technology to enhance communication, efficiency, and service quality.
• Compensation and Cost Management: Monitor guest compensation plans and proactively identify opportunities to reduce costs, leveraging AI and analytics to ensure compensation aligns with business needs and guest expectations while supporting financial sustainability.
• Foster a culture of empowerment, accountability, and brand pride consistent with the Silversea Way.

Qualifications, Knowledge and Skills:

• Associate’s degree (AA) or Bachelor’s degree (BA) preferred; or eight to ten years customer service experience; or equivalent combination of education and experience.
• Minimum three to five years in luxury hospitality, cruise, or guest experience leadership.
• Proven ability to build, coach, and retain high-performing teams; succession planning and talent development; talent retention in a global context.
• Exceptional customer service skills, utilizing active listening and diplomacy effectively. Outstanding verbal and written communication skills, with the ability to interact effectively with individuals at all organizational levels and roles.
• Strong judgment and decision-making skills. Ability to use logic, organizational priorities, and existing guidelines to find solutions for situations that may not be covered by documented instructions. Excellent problem-solving, research, and analytical skills with strong attention to detail. Ability to identify problems, conduct relevant research, interpret data, and translate findings into practical business solutions.
• Familiarity with company websites, vendor websites supporting Silversea programs, and the Knowledge Desk. Proficiency with Trade Support and Service as well as company-specific software. Experience with Microsoft Office applications.
• Ability to write reports, procedural documents, business plans, and presentations which are clear and concise, outlining solutions and recommendations for actions. The individual must have good business acumen and excellent organizational skills.
• Excellent project management and organizational abilities, capable of balancing multiple priorities.
• Exceptional interpersonal and communication skills, with a proven ability to influence and align cross-functional teams.
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management, public groups, and/or boards of directors.

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. We'll hope to see you onboard soon!

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.

#LI-SR1