Position Summary

The Senior Assistant Purser plays a key role in delivering an exceptional guest experience by leading a team of service professionals and ensuring smooth, efficient, and high-quality operations.

This position is responsible for fostering a guest-centric culture, handling service recovery, optimizing operational processes, and maintaining compliance with health and safety standards.

The idóneo candidate is a strong leader with a passion for service excellence, innovation, and team development in a fast-paced, dynamic environment.

Key Responsibilities

Guest Services Leadership & Team Management

- Lead, mentor, and coach the Guest Services team to deliver outstanding, personalized service.

- Foster a positive, inclusive, and performance-driven team culture.

- Provide continuous training and career development opportunities for staff.

Operational Excellence & Service Delivery

- Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring seamless service operations.

- Drive service excellence by implementing best practices and optimizing workflows.

- Promote and integrate company-specific technology to enhance guest interactions and overall satisfaction.

Guest Relations & Issue Resolution

- Take full ownership of guest inquiries, complaints, and service recovery, ensuring timely and effective resolutions.

- Handle escalated guest concerns with professionalism and tact while maintaining brand standards.

- Monitor guest feedback and proactively implement improvements to elevate the guest experience.

Financial & Administrative Oversight





- Ensure accuracy in guest payments, folio management, and financial transactions.

- Maintain compliance with financial policies and procedures related to onboard transactions.

Safety, Health & Compliance

- Ensure compliance with company policies, health and safety regulations, and public health standards.

- Maintain accurate records and uphold safety protocols to protect guests and crew.

- Assist in emergency procedures and contribute to a safe onboard environment.

Skills, Knowledge & Expertise

Leadership & Team Development

- Proven experience leading and managing diverse teams to achieve high performance.

- Strong ability to mentor, develop, and inspire team members to excel in guest service.

Guest Service Excellence

- Genuine passion for delivering exceptional service and creating memorable guest experiences.

- Experience handling service recovery, managing guest complaints, and improving satisfaction.

Operational Knowledge & Adaptability

- Strong understanding of hotel or cruise operations, including front desk management and performance tracking.

Previous cruise ship experience preferred.

- Ability to manage change, drive innovation, and implement process improvements.

Compliance & Safety Standards

- Knowledge of public health regulations and safety protocols.

- Ability to maintain a safe, compliant, and efficient work environment.

Contract

- 6:2 Rotation (Rolling contracts of 6 months onboard, followed by 2 months of vacation).

- Single cabin accommodation.

Required Skill Profession

Secretaries And Administrative Assistants

📌 Senior Assistant Purser (Cancún)
🏢 Cruise Academy
📍 Cancún