Sr Asst Purser (Japanese Speaking)

Key Responsibilities

• Inspire and lead a team of Guest Services professionals, fostering a culture of empathy, responsiveness, and excellence.
• Provide coaching and mentorship to ensure consistent delivery of personalized and frictionless guest experiences.
• Oversee the Guest Services Desk, CrewCall Chat, and Telephone Center, ensuring smooth, efficient, and professional operations.
• Promote and integrate MedallionClass technology to enhance guest interactions and streamline service delivery.
• Ensure all team members are trained and confident in using digital platforms to support guest needs.
• Take ownership of resolving guest complaints and concerns with professionalism and urgency.
• Collaborate with onboard departments to address complex issues and ensure high levels of guest satisfaction.
• Maintain accuracy in guest folio management, onboard payments, and financial transactions.
• Ensure compliance with financial policies and procedures, minimizing discrepancies and errors.
• Partner with shipboard leaders to implement best practices and drive continuous improvement in service delivery.
• Monitor KPIs and guest feedback to identify opportunities for operational enhancements.
• Ensure all guest-facing operations comply with HESS policies, public health standards, and safety regulations.
• Support emergency procedures and maintain readiness for audit and inspection requirements.

• Oversee all administrative services for crew members, including onboarding, offboarding, travel arrangements, and immigration documentation.
• Ensure timely and accurate processing of pre-arrival, arrival, and departure paperwork in coordination with shore-side teams and authorities.
• Manage crew berthing modules, optimizing space allocation and maintaining accuracy in crew management systems.
• Ensure crew lists are updated in the ERP system and reflect real-time changes.
• Monitor Crew Office performance, staffing levels, and adherence to service standards.
• Lead regular team meetings and training sessions to ensure alignment with policies and procedures.
• Ensure effective use of hotel systems to maintain accurate teammate records and operational data.
• Provide empathetic support to crew members, addressing concerns and complaints with professionalism and care.
• Promote the onboard CRUISE program, reinforcing shared values and fostering a positive work culture.
• Deliver service and product knowledge training to Crew Office staff to enhance the overall teammate experience.
• Set clear expectations and role descriptions for Crew Office team members.
• Conduct fair and objective performance appraisals and support career development through coaching and training.
• Ensure all team members complete required training and remain current on company policies and services.
• Ensure full compliance with HESS MS, public health standards, and safety protocols.
• Maintain accurate documentation and assist in emergency procedures, safeguarding crew records in accordance with company policy.
• Address audit findings promptly and ensure corrective actions are implemented effectively.

Skills, Knowledge & Expertise

• Education & Professional Background
  • Bachelor’s degree in hospitality management, business administration, tourism, or a related field (preferred but not essential with equivalent experience).
  • Minimum of 3–5 years’ experience in a similar guest services, hotel administration, or crew services role within the cruise, hospitality, or travel industry, including experience leading or supervising a team.
  • Proven background in guest services, human resources, or hotel/administrative operations on board a cruise ship or in a comparable large-scale operation.
• Leadership & People Management
  • Demonstrated ability to lead, motivate, and develop a diverse, multicultural team in a fast-paced environment.
  • Experience providing coaching, feedback, and performance input to drive high standards of service and professionalism.
  • Skilled at building trust, resolving conflicts, and fostering a positive, inclusive team culture.
• Guest & Crew Service Excellence
  • Strong track record of handling complex or escalated guest and/or crew issues with empathy, discretion, and sound judgment.
  • Deep commitment to delivering personalized, frictionless service experiences and role‑modelling company service standards.
  • Ability to balance guest satisfaction, crew well‑being, and operational requirements when making decisions.
• Communication & Language Skills
  • Excellent verbal and written communication skills in English and Japanese, with the ability to adapt style to different audiences and cultures.
  • Confident in facilitating conversations, briefings, and training sessions with both guests and teammates.
  • High level of cultural sensitivity and awareness, with the ability to build rapport across multiple nationalities.
• Operational, Administrative & Financial Acumen
  • Strong organizational skills with the ability to manage multiple priorities, schedules, and deadlines accurately.
  • Experience working with hotel or shipboard systems (e.g. PMS/ERP, folio management, crew management or HRIS platforms) and comfort learning new digital tools and applications.
  • Good numerical and analytical skills to support accurate financial transactions, reconciliations, and reporting.
  • Attention to detail and a rigorous approach to maintaining accurate records and documentation.
• Regulatory, Safety & Compliance Awareness
  • Working knowledge of shipboard safety, security, and public health standards, with a strong commitment to HESS and company compliance requirements.
  • Ability to follow and reinforce policies, standard operating procedures, and audit requirements within guest or crew services.
• Personal Attributes
  • Calm, resilient, and solutions‑focused when working under pressure or in rapidly changing situations.
  • High level of integrity, professionalism, and discretion when handling sensitive guest or crew information.
  • Adaptable and flexible, comfortable working at sea for extended periods and adjusting to changing assignments between Guest Services and Crew Office functions.
  • Genuine passion for hospitality, people leadership, and creating memorable experiences for both guests and teammates.

Job Benefits

• A competitive salary package.
• Your own comfortable single cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

About
At Princess Cruises, we believe in creating a welcoming, inclusive, and supportive work environment for our diverse, multicultural teams, both at sea and on shore. We offer unique career opportunities that combine professional growth, adventure, and the chance to make a lasting impact on people’s lives through travel.Whether you're looking to advance your hospitality career, explore the world, or work in a dynamic, high-performing environment, Princess Cruises offers:Opportunities to travel and experience new cultures.Comprehensive training and development programs.A strong focus on teamwork and personal growth.Competitive compensation and benefits.A chance to be part of a world-class brand known for excellence.Get to know us by exploring our career site. You’ll learn about our history, hear first-hand what our employees love about working for Princess Cruises, and discover the passion we have for giving our guests lifetime memories.Princess Cruises is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to the applicant’s age, color, race, religion, national origin, sex (including pregnancy and pregnancy related conditions), sexual orientation, gender identity or expression, disability, genetic information, or military or protected veteran status or any other characteristic protected under applicable laws.Scam AlertProtect Yourself from Recruitment Scams. Your safety and trust are important to us. Thank you for helping us maintain a secure and transparent hiring process.