At a Glance
- Tasks: Oversee and enhance the onboard guest experience across cruise ships.
- Company: Dynamic cruise line focused on exceptional guest experiences.
- Benefits: 20 days holiday, discounts, hybrid working, and birthday leave.
- Other info: Opportunities for travel and career growth in a fun environment.
- Why this job: Join a vibrant team and shape unforgettable cruise experiences for guests.
- Qualifications: Strong leadership skills and a passion for guest satisfaction.
The Cruise Product Delivery Manager is responsible for overseeing and delivering the complete onboard guest experience across assigned cruise ships. Working in line with company standards and guest expectations, the role ensures the successful preparation, execution, and continuous improvement of the onboard product and service offering.
In partnership with the Head of Guest Experience, Head of Hotel Operations, Procurement, and the Chief Experience Officer (CXO), the Product Delivery Manager ensures operational excellence, brand consistency, achievement of KPIs and revenue targets, and the delivery of an exceptional cruise experience for every guest.
Key Responsibilities
- Take full ownership of the end-to-end onboard guest experience, ensuring delivery aligns with corporate standards and brand expectation.
- Work closely with internal stakeholders to maintain onboard service standards, ensure compliance with operational procedures, and identify priorities for ship improvements.
- Collaborate with the Head of Guest Experience, Group Head of Hotel Operations, Procurement, and the CXO to develop and implement the Guest Experience brand strategy in a way that is operationally deliverable onboard.
- Monitor onboard product delivery performance and ensure consistent compliance with agreed standards.
- Review guest feedback, surveys, analytics, and comment forms to identify improvement opportunities and implement corrective action plans.
- Support the development and implementation of new product and service enhancements across the fleet.
Operational Performance
- Act as the primary point of contact for Hotel Directors and Guest Services Managers on all product and service-related matters.
- Monitor ship performance across guest satisfaction, onboard revenue, operational KPIs, and compliance measures.
- Produce monthly operational performance reports for the CXO and senior leadership team.
- Analyse onboard product delivery and revenue performance to ensure optimal execution across assigned vessels.
- Review operational dashboards and work collaboratively with onboard and shoreside teams to drive continuous improvement and operational excellence.
- Review daily operational logs to ensure smooth cruise operations and provide recommendations to onboard management teams.
Audits, Projects & Ship Support
- Conduct regular ship visits to audit standards, support onboard teams, and ensure consistent product delivery.
- Coordinate Mystery Shopper audits and manage all follow-up actions and improvement initiatives.
- Support the planning and operational delivery of charter cruises in collaboration with the CXO.
- Develop project plans and recommendations for hotel refurbishment and enhancement projects.
- Manage weekly hotel snagging lists and work closely with Technical Officers to ensure all hotel equipment and facilities are maintained to required standards.
Key Skills & Experience
- Previous cruise ship experience is preferred but not essential.
- Strong organisational, leadership, and problem-solving abilities.
- Excellent verbal and written communication skills in English.
- Proficient in Microsoft Office and onboard PMS systems such as Resco or equivalent.
- Ability to analyse operational performance and make data-driven decisions.
- Confident, accountable, proactive, and results-oriented approach.
- Flexible and willing to travel regularly, including working weekends as required.
- Committed to promoting a positive “can do, will do, with pleasure” service culture.
Key Performance Indicators (KPIs)
- Onboard Revenue Margin (ONB REV) – performance-related bonus applicable.
- Onboard & Shoreside Operational Cost Performance (OPEX).
- Onboard & Shoreside Guest Satisfaction / Net Promoter Score (NPS).
- Product Delivery Compliance & Brand Standards.
- Mystery Shopper Audit Results.
- Operational Improvement & Project Delivery Metrics.
Benefits
- 20 days holiday – increasing annually to 25 + bank holidays.
- Access to Sage Benefits offering many retail, gym, cinema discounts as well as a GP and personal counselling and advice, wellbeing.
- Employee of the month reward.
- Company performance annual reward.
- Ex UK Cruise after 6 months to enjoy.
- 1 day off for your birthday after 1 year.
- Friendly, open office environment as well as hybrid working pattern.
Please note: Must be able to travel internationally and drive due to travel requirements. Ideally have a revenue and guest experience background.
Product Delivery Manager - Cruise ship employer: All Talent Solutions Ltd
Join our dynamic team as an HGV 2 Driver and experience a supportive work culture that prioritises safety, punctuality, and exceptional customer service. With opportunities for growth and development in the thriving foodservice industry across Kent and London, you will enjoy a rewarding career with competitive hours and the chance to make a real impact in your community. Our commitment to employee well-being and professional advancement makes us an excellent employer for those seeking meaningful work.
