Senior Guest and Service Experience Manager

4 weeks ago

Southampton, United Kingdom Carnival UK Full time

We recognise the value in having people with a variety of backgrounds, experience, and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less, or different experiences, but relevantskills, we’d love to hear from you.

We work flexibly and will support you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events, and developing the social connections that make working with us so rewarding. We welcomethe opportunity to discuss reduced hours and job share arrangements.

**The Role**

This is an exciting opportunity to lead the P&O Cruises guest service programme that will move our service delivery from good to consistently great and create holiday happiness for all our guests.
- Lead the guest service roadmap that will operationalise the brand strategy by bringing to life the P&O Cruises brand and drive NPS improvement.
- Ensure that the P&O Cruises service style and behaviours are integrated into all aspects of the Employee journey.
- Manage and grow the crew engagement and recognition programme.
- Responsible for the Guest Service Experience communications between ship and shore and shore and ship.

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK06 and is offered on a full time, 12 months fixed term contract basis with at least two days based inour Southampton office, starting mid-April 2023

**About You**

Fresh ideas and different perspectives are what excite us most and support us to succeed. Alongside bringing these to the role, you’ll also need:

- Experience within a change or project management role
- Knowledge or experience within the service, hospitality, or tourism industry
- Offer great customer service
- Be a creative thinker

**Being part of our team has its benefits**

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help support your personal and financial health and wellbeing.
- A warm welcome with full support settling in
- Home and office-based hybrid working (minimum two office days)
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Annual bonus
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Employee-led networks
- Employee Assistance and Wellbeing programmes
- Recognition scheme with prizes and awards
- Employee Discounted Cruising plus Friends and Family offers
- Contributory Defined Contribution Pension scheme
- Company paid private medical and dental insurance and health assessment
- In-house Occupational Health support and access to digital GP
- Life Assurance
- Parental and adoption leave
- Employee Shares Plan
- Electric Car and Cycle to Work schemes
- Onsite restaurant offering range of healthy cooked and grab and go meals
- Discounted retail and leisure via discounts portal

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