Qualifications:
SHIPBOARD Employment
Minimum 7–10 years of experience in luxury hospitality, with at least 2–5 years in a leadership role directly overseeing guest relations operations across multiple ships or properties.
Strong working knowledge of guest relations case management, complaint handling protocols, and service recovery practices in a luxury environment.
Exceptional leadership, communication, and coaching skills — this role leads primarily through influence and standards rather than direct authority.
Exceptional guest-centric mindset with a passion for delivering memorable luxury and ultra luxury experiences.
Strong data fluency; comfortable owning guest relations KPIs (resolution time, escalation rate, repeat-complaint rate) and translating them into operational fixes.
Fluent in English; additional languages preferred (Spanish, Italian, Portuguese, German, French, Chinese, Japanese)

Skills & Competencies:
Proven ability to simultaneously manage strategic projects while supporting day to day operational priorities across a complex, fast-paced fleet environment.




Demonstrated ability to set strategic direction for vessels, translating corporate priorities into measurable onboard actions and results.
Proven leadership skills with a strong focus on talent development, coaching, succession planning, and building high-performing Guest Relations teams.
Ability to monitor performance through key guest satisfaction, operational, and people metrics, identifying opportunities for improvement and driving sustainable results.
Experience establishing clear expectations and creating a culture of accountability across shipboard and shoreside teams.

Duties & Responsibilities:
Partner with Hotel Directors to ensure guest relations culture is reinforced in daily briefings, onboarding, and performance conversations at the ship level, not owned solely by the Guest Relations Manager.
Partner with the Fleet Butler & Guest Experience Director to ensure Guest Relations and But

📌 Fleet Director, Guest Experience (Ciudad de México)
🏢 Silversea
📍 Ciudad de México