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 prospect, 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, Sydney9-day fortnight – enjoy every second Friday offGenerous cruise and travel discountsCareer development opportunities across Princess Cruises and Carnival GroupEmployee Assistance Program and wellbeing initiativesRecognition and reward programsA collaborative, supportive and inclusive culture where your ideas are valuedAbout the RoleReporting 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 DoingLead, coach and develop a high-performing Guest Relations teamDrive team engagement, performance and achievement of service level outcomesManage complex guest escalations with empathy and sound commercial judgementOversee day-to-day operations and workflow managementAnalyse customer feedback and performance data to identify trends and opportunitiesPartner with our external contact centre to improve service delivery and guest satisfactionFoster a culture of accountability, continuous improvement and collaborationDevelop team capability through coaching, mentoring and ongoing performance development.About YouYou'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 environmentStrong coaching and performance management skillsExperience managing customer escalations and complaintsThe ability to analyse data and make informed decisionsExcellent communication and stakeholder management skillsStrong organisational skills and the ability to manage competing prioritiesA collaborative leadership style with a passion for continuous improvementExperience 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