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Position Summary
The Lead Navigator is a senior Guest Services professional responsible for delivering exceptional customer service and enhancing the overall guest experience onboard.
This role:
- Supervises and mentors the Navigator team.
- Assists guests with queries, reservations, and problem resolution.
- Ensures accurate communication of onboard activities, services, and destination information.
- Collaborates closely with multiple departments to coordinate guest requests and maintain high service standards.
- Creates memorable vacation experiences and supports the smooth daily operation of the Guest Services function.
Key Responsibilities
- Support the Guest Services Director in driving a personalised, guest and teammate-centric experience culture, reducing friction and mitigating negative surprises.
- Listen to guest concerns with empathy, demonstrating genuine interest.
- Respond promptly to guest requests and concerns, taking appropriate follow-up action.
- Identify opportunities to improve internal processes.
- Learn and apply new skills to enhance the quality and efficiency of day-to-day activities.
- Report directly to the Guest Services Director.
- Apply in-depth knowledge of guest service, company products, policies, and procedures to resolve guest concerns.
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Skills, Knowledge & Experience
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- Demonstrated ability to:
- Speak effectively before large groups.
- Manage crowd control.
- Strong microphone skills.
- Proficient command of English, both verbal and written.
- Proven leadership skills.
- High proficiency in computer-based programs.
Non-Negotiable Requirements
- Previous shipboard experience in a similar role.
Stronge Preferred: — Minimum of 2 years’ experience in a hotel or resort guest-facing leadership position (in addition to shipboard experience).
Contract Details
- 6-month onboard, 2-month vacation rotation (6/2).
- Single cabin with private bathroom facilities.
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