Position Summary We're looking for an experienced 1st Purser Rooms (Guest Services Director) to oversee and elevate the guest-facing experience onboard a world-class cruise ship.This senior leadership role is responsible for the smooth and efficient delivery of Guest Services, Housekeeping, and Laundry operations.You'll lead a multicultural team, drive first-contact resolution, and use data, service tools, and guest technology to ensure every guest enjoys a seamless cruise experience.This is a high-impact, guest-centric leadership position for a proven shipboard professional with a passion for service and excellence.Key Responsibilities Ensure Guest Services, Housekeeping, and Laundry consistently meet or exceed company standards.Use the Service Excellence tool to resolve guest issues and reduce recurring service failures.Lead root cause analysis and continuous service improvement planning with the Associate Hotel General Manager.Oversee port operations, clearance processes, embarkation/disembarkation, tendering, and documentation accuracy.Support onboard functions such as weddings, groups, and in-port events.Drive MedallionClass integration and lead digital innovation across departments.Manage KPIs,



staffing levels, costs, and performance reviews; coach and develop senior team members.Coordinate with customs, immigration, and shore-based teams to ensure compliance and operational excellence.Ensure public health standards are upheld, and lead enhanced protocols during outbreak scenarios.Essential Skills, Knowledge and Expertise Previous cruise ship experience in a senior guest operations or hotel role (non-negotiable).5+ years in hospitality leadership, with hands-on experience in Guest Services and Housekeeping.Bachelor's degree in Hospitality, Business, or related field (preferred).
Effective team leader with experience managing large international teams.Fluent English required; additional languages strongly preferred.Strong communicator with a collaborative, guest-centric approach and a passion for excellence.Familiarity with customs, immigration, and public health standards (e.g., USPH, HACCP).
Contract Details 4:2 Rotation (Auto-renewed contract of 4 consecutive months onboard, followed by 2 months of vacation).
Single officer accommodation

📌 Guest Services Director (1St Purser Rooms) (Cancún)
🏢 Cruise Academy
📍 Cancún