Lead a team that delivers exceptional guest experiences.

At Princess Cruises, we're passionate about creating unforgettable holiday experiences long before our guests step onboard. Every interaction matters, and our Guest Relations team plays a vital role in ensuring our guests feel valued, supported and cared for.

We're looking for an experienced Team Leader, Guest Relations to inspire, coach and develop a high-performing team while driving service excellence across our Australian Guest Relations function. This is a hybrid opportunity, allowing you to work from home and from our office in Chatswood.

Why Princess Cruises?

When you join Princess Cruises, you'll become part of one of the world's most recognised premium cruise brands and a global organisation committed to supporting your career and wellbeing.

We offer:

- Hybrid role to work from home and in our office in Chatswood, Sydney
- 9-day fortnight – enjoy every second Friday off
- Generous cruise and travel discounts
- Career development opportunities across Princess Cruises and Carnival Group
- Employee Assistance Program and wellbeing initiatives
- Recognition and reward programs
- A collaborative, supportive and inclusive culture where your ideas are valued

About the Role

Reporting to the Senior Manager, Sales & Service you'll lead a team of Guest Relations Specialists and an Administrator, ensuring exceptional service delivery while fostering a positive, collaborative and high-performing culture. You'll oversee daily operations, manage complex guest escalations, use data to identify improvement opportunities,



and work closely with our contact centre partner to continually enhance the guest experience.

What You'll Be Doing

- Lead, coach and develop a high-performing Guest Relations team
- Drive team engagement, performance and achievement of service level outcomes
- Manage complex guest escalations with empathy and sound commercial judgement
- Oversee day-to-day operations and workflow management
- Analyse customer feedback and performance data to identify trends and opportunities
- Partner with our external contact centre to improve service delivery and guest satisfaction
- Foster a culture of accountability, continuous improvement and collaboration
- Develop team capability through coaching, mentoring and ongoing performance development.

About You

You'll be an inspiring leader who enjoys developing people and creating exceptional customer experiences.

You'll also bring:

- Leadership experience within a customer service, guest relations or contact centre environment
- Robust coaching and performance management skills
- Experience managing customer escalations and complaints
- The ability to analyse data and make informed decisions
- Excellent communication and stakeholder management skills
- Strong organisational skills and the ability to manage competing priorities
- A collaborative leadership style with a passion for continuous improvement
- Experience within the travel, cruise or hospitality industry will be highly regarded, as will experience using Salesforce or similar CRM platforms.

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📌 Guest Relations Team Leader (New South Wales)
🏢 Carnival Group
📍 New South Wales