Lead Navigator

Position Summary:
The Lead Navigator is a senior Guest Services professional responsible for delivering exceptional customer service and enhancing the overall guest experience onboard.

This role supervises and mentors the Navigator team, assists guests with inquiries, reservations, and problem resolution, and ensures accurate communication of onboard activities, services, and destination information. The Lead Navigator works closely with multiple departments to coordinate guest requests, maintain high service standards, and create memorable vacation experiences while supporting the smooth day-to-day operation of the Guest Services function.

Key Responsibilities:

• Support the Guest Services Director by driving a personalized, guest- and teammate-centric experience culture, reducing friction points, and mitigating negative surprises.

• Listen to guest concerns with empathy and always demonstrate genuine interest.

• Respond promptly to guest requests and concerns and take appropriate follow-up action.

• Identify opportunities to improve processes.

• Learn and apply new skills to improve the quality and efficiency of day-to-day activities.

• Report directly to the Guest Services Director.

• Apply knowledge of guest service, company products, policies, and procedures to resolve guest concerns.

Skills, Knowledge & Experience:

• Demonstrated ability to speak effectively before large groups of people and manage crowd control.

• Strong microphone skills.

• Strong command of the English language, both verbal and written.

• Proven leadership skills.

• High proficiency in the use of computer-based programs.

Non-Negotiable Requirements:

• Previous shipboard experience in a similar position.

Strongly Preferred:

• Minimum of 2 years’ experience in a hotel or resort guest-facing leadership role (in addition to shipboard experience).

Contract Details:

• 6/2 rotation: continual rotations of 6 months onboard followed by 2 months of vacation.

• Shared cabin with private bathroom facilities.