Princess sails the world connecting guests to what matters most – their loved ones, destinations and each other. We proudly deliver memorable cruise vacations to millions of guests each year, visiting all seven continents and hundreds of ports of call.
As a worldwide leader in premium cruising, Princess now offers the MedallionClass™ experience, an even more personalized vacation. Our smart ships feature everything from TrulyTouchless™ embarkation to on-demand delivery of drinks, food and more that makes cruising effortless and supports the wellbeing of our guests and teammates.
Our Princess team lives by our Shared Purpose and Core Values of Respect, Protect and Connect. We seek out people who want to share their passion for travel, work with the latest technology and join a friendly, diverse team to serve our guests and show them the world. We understand our responsibility to safeguard our teammates, our guests and our oceans, and our highest priority is to operate in a safe and socially responsible way every day.
Join our team and enjoy an adventurous career with great incentives, unlimited growth and worldwide travel opportunities. As Entertainment Director, you will assist the Associate Hotel General Manager in ensuring the designated job duties are always completed correctly and promptly according to our company standards, policies and procedures.
Key Responsibilities
- Consistently oversees the monitoring and resolution of all issues that affect the Entertainment product and the guests’ cruise experience.
- Ensures that service recovery is prioritized by all team members, provides guidance and training to managers and front line team, leads by example by proactively participating in service recovery moments as they present themselves, department lead for entertainment-centric recovery and resolution needs
- Regularly monitors guest feedback metrics, specifically focused on: Entertainment Average, Net Promotor Score, Onboard Activities Average, and Entertainment sub-scores to ensure they consistently exceed voyage and monthly targets. Collaborates with the Associate Hotel General Manager to formulate short and long-term strategic improvement plans as needed.
- Maintains a highly visible profile in public areas at critical times to assess entertainment programming effectiveness by observing guest enjoyment and traffic flow
- Conducts regular Entertainment management meetings and full department meetings. Communicates policies discuss issues with the team, motivates team members, strategizes long-term plans, and activates change to maximize guest satisfaction.
- Ensures operational efficiency and quality assurance of all Entertainment products by conducting regular inspections of entertainment areas, logging results in MSPM/inspector, and engaging with managers to continually improve our delivery of the entertainment product.
- Ensures all entertainment elements of our First & Last Impressions program are delivered on brand—partners with Cruise Director to ensure leadership presence on the floor for embarkation and debarkation.
- Ensures Entertainment Team is marketing all elements of Medallion Class in a way this is efficient, effective, and on-brand. Adjusts the marketing and messaging daily by responding to the engagement trends of guests with each various Medallion Class product.
- Revenue – Ensures both revenue and non-revenue areas receive appropriate, effective marketing and promotion via The Wake Show, announcements, TV commercials, entertainment delivery of ‘call to action’ moments, ‘Message on the Mic’, etc. Works with Customers Services Director to ensure that non-revenue to revenue events ratio is 2:1, as outlined by policy.
- Scheduling – Monitors guest flow and behavior by leveraging location data within Ocean Intelligence. Plans and adjusts based on event bookmarks made in JourneyView, resulting in a seamless, customized schedule of entertainment for the arc of the guest experience.
- Acts as a Company representative and always portrays a positive image of Princess Cruises to all guests, officers, and crew.
- Under the direction of Associate Hotel General Manager, leads the evolution and engagement of Princess Medallion Class throughout the entire vessel.
- Encourages all members of the Entertainment department to develop small innovations as part of the Company’s strategy toward change.
Skills, Knowledge & Expertise
- A management degree is preferred and at least 5 years of managing an entertainment-related product or team is required.
- Understands the foundations of customer service and service recovery; excels in delivering outstanding service and service recovery; and leads Department and colleagues to do the same.
- Natural leadership and management abilities with a keen understanding of emotional intelligence.
- Organized, detail-oriented, systematic, computer savvy, data-driven, analytical
- Establishes and maintains courteous and professional working relationships in a diverse cultural environment.
Benefits
Princess Cruises offers many benefits. This position is afforded comfortable, single cabin accommodations, meals, exceptional amenities, and extensive learning and recreational programs available to all of our teammates.
Regardless of the rank or role, we are all one Princess team. Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
About Princess Cruises
Consisting of Princess Cruises, Holland America Line, Seabourn, and P&O Australia, the fleets of the Holland America Group span the globe. We set the bar with the most technologically-advanced ships at sea with Princess, build on nearly 150 years of proud tradition at Holland America Line, deliver the finest ultra-luxury experience at Seabourn, and provide the comforts of family feel at P&O Australia.
Our Culture… Stronger Together
Our highest responsibilities and top priorities are 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.princess.com/aboutus/culture-framework/
Princess 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)
Princess 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
#PCL
Princess Cruises
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