Job Description
Lead a team that delivers exceptional guest experiences.
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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.
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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.
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Why Princess Cruises?
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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.
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We offer:
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Hybrid role to work from home and in our office in Chatswood, Sydney
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9-day fortnight – enjoy every second Friday off
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Generous cruise and travel discounts
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Career development opportunities across Princess Cruises and Carnival Group
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Employee Assistance Program and wellbeing initiatives
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Recognition and reward programs
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A collaborative, supportive and inclusive culture where your ideas are valued
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About the Role
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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.
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What You'll Be Doing
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Lead, coach and develop a high-performing Guest Relations team
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Drive team engagement, performance and achievement of service level outcomes
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Manage complex guest escalations with empathy and sound commercial judgement
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Oversee day-to-day operations and workflow management
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Analyse customer feedback and performance data to identify trends and opportunities
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Partner with our external contact centre to improve service delivery and guest satisfaction
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Foster a culture of accountability, continuous improvement and collaboration
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Develop team capability through coaching, mentoring and ongoing performance development.
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About You
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You'll be an inspiring leader who enjoys developing people and creating exceptional customer experiences.
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You'll also bring:
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Leadership experience within a customer service, guest relations or contact centre environment
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Strong coaching and performance management skills
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Experience managing customer escalations and complaints
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The ability to analyse data and make informed decisions
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Excellent communication and stakeholder management skills
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Strong organisational skills and the ability to manage competing priorities
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A collaborative leadership style with a passion for continuous improvement
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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)
🏢 Princess Cruises
📍 New South Wales