Guest Relations Team Leader

About the role

Princess Cruises is seeking a Guest Relations Team Leader to lead a high‑performing team that delivers exceptional guest experiences across its Australian operations. Based in Chatswood with a hybrid work model, you will report to the Senior Manager, Sales & Service and be responsible for overseeing daily guest relations activities and complex escalations.

Key responsibilities

• Lead, coach and develop a team of Guest Relations Specialists and an Administrator.
• Drive team engagement, performance and achievement of service level targets.
• Manage complex guest escalations with empathy and commercial judgement.
• Oversee day‑to‑day operations, workflow management and resource planning.
• Analyse customer feedback and performance data to identify trends and improvement opportunities.
• Partner with the external contact centre to enhance service delivery and guest satisfaction.
• Foster a culture of accountability, continuous improvement and collaboration.
• Develop team capability through coaching, mentoring and performance development.

Required profile

• Proven leadership experience in a customer service, guest relations or contact‑centre environment.
• Strong coaching and performance‑management abilities.
• Experience handling customer escalations and complaints.
• Ability to analyse data and make informed decisions.
• Excellent communication and stakeholder‑management skills.
• Strong organisational skills with the capacity to manage competing priorities.
• Collaborative leadership style with a passion for developing people.

Required skills

What we offer

• Hybrid work model (home and Chatswood office).
• 9‑day fortnight – every second Friday off.
• Generous cruise and travel discounts for employees, friends and family.
• Annual incentive bonus.
• Career development opportunities within Princess Cruises and the Carnival Group.
• Employee Assistance Program and wellbeing initiatives.
• Recognition and reward programmes.
• Supportive, inclusive culture where ideas are valued.