Manager, Guest Port Experience – Remote (US ONLY)

Princess Cruises, Holland America Line, Seabourn and P&O Cruises Australia, united as Holland America Group, offering world-renown vacations at sea to travelers around the globe, are building a dynamic, unified organization to serve its highly experienced teams in both our corporate offices and on board our ships.

We’re looking for an amazing Guest Port Experience Manager to fill this role, which is based in our Santa Clarita, CA office. You’ll be responsible for the management of the guest experience as well as manage the day-to-day turnaround operations for HA Group (Princess, HAL, Seaborn) fleet in various worldwide ports around the worl d as assigned. This person will also m ake daily decisions regarding staffing needs, turn logistics, provides plan to ships and ground handlers for each turn, writes logistics manuals, etc. The Manager, Guest Port Experience will report to the Director, Guest Port Experiences.

Here’s a summary of what Holland America Group is looking for in its Manager, Guest Port Experience. Is this you?

Responsibilities

Manages ground handling supervisors and staff, who oversee turnarounds for HA Group ships.

Ensures customer service standards and ratings are met and/or exceeded. Ensures cruise check-in is friendly, fast, and efficient and immediately follows up on customer service issues as indicated in the customer survey ratings. The Manager will work closely with ships , ground operators , local immigration and authorities, and port management to ensure HA Group turnaround standards are met and customer ratings meet and/or exceed the set minimum r equirement; creates a positive first and last impression on our guest s.

Manages training for all shore side and ground handling staff to increase customer service knowledge

Plans and prepares ship and port specific Guest Logistics manuals for turnaround operations in advance of the season ensuring smooth turnaround operations.

Communicates on a regular basis with Shipboard Management, ground handler, port agent, and Hotel Directors and all other relevant parties to effectively plan and improve turnaround operations

Fosters a positive working relationship with ground handler, port, immigration, and other government authorities

Manages delays and Care Team incidents by ensuring communications being sent to guests are accurate, information required to plan delay is sent to all relevant parties.

Travels/attends turnaround calls to observe, manage, standardize, and evaluate HA Group operations and implements improvements as needed

Manages regional Guest Logistics operational costs including electronic invoice processing and management of costs, suggesting cost savings where appropriate

This role will typically be challenged with operating in challenging environments (no terminal, temporary tent operations) and working with numerous ground handlers around the world to ensure the local ground handlers understand our business and follow our operational protocols. Irregular operations such as Noro red level turns, late ships, CBP challenges.

Other duties as assigned

Requirements

Bachelor’s Degree or 5 years of experience preferred

5+ years’ experience in related guest operations, logistics or cruise industry experience preferred

Demonstrated ability to write clear and concise written policies and procedures and emails

Proficient in all Microsoft Office applications, such as Word, Excel, PowerPoint and other web-based applications required

Must be able to travel up to 30% including domestic and international locations. May include occasional visits to the ships in the fleet and/or remote home port operations to ensure the turns run according to plan.

The role is inherently cross functional , making collaboration a “must-have” and critical to the team’s success

Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

What to Expect

Cruise and Travel Privileges for You and Your Family

Health Benefits

401(k)

Employee Stock Purchase Plan

Training & Professional Development

Tuition & Professional Certification Reimbursement

Rewards & Incentives

Base Salary Range: $83,200.00 to $112,300.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates’ qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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