Senior Manager, Service Experience - Shore Based - Southampton

You will manage and co-ordinate the Guest Experience service transformation programme that will move our customer service delivery from good to consistently great service that creates holiday happiness for all our guests and drives our NPS performance. This will help us deliver our ambition of becoming Britain’s number one holiday choice.  You will manage the programme and associated plan that will operationalise the brand strategy by bringing to life the P&O Brand through the 10,000 officers and crew who are our Brand Ambassadors.

You'll make sure that we provide real definition and guidance to Hotel crew member’s roles so that everyone is clear on how their role in delivering the P&O service style.  This will be done through developing a differentiated service style, and associated service behaviours and actions. You will be responsible for ensuring we are constantly evolving and refining our approach to service. Ensuring the communication and involvement of key teams, ship and shoreside. Driving a sense of engagement, excitement and motivation to deliver.

You will be responsible for the Guest Experience operating model, ensuring all documentation and operating procedures remain current to support the delivery of the NPS target. This will include service standards and input into P&O training and communications.

Working closely with the People team you will ensure that the P&O service style and behaviours are integrated into all aspects of the Employee journey (EVP). Ensure that service leadership and crew characteristics are included in job role, attraction and retention strategies.

You will be responsible for designing, implemented and managing a new recognition and reward programme. To do this successfully you will need to engage and involve multiple stakeholders: frontline crew, Maritime, People, Hotel Ops, Product, Reward, Finance

Working closely with the People team you will design and deliver an integrated series of interventions to improve service leadership capability and to embed and sustain the service transformation programme deliverables across multiply stakeholder groups.

You will understand the end to end guest journey for issue and complaint resolution, working with Guest Relations, other senior stakeholders and ship teams to develop clear and simple processes and procedures.  Lead the P&O issue resolution programme, constantly striving to identify and resolve the root cause that leads to a Zero defect culture.

You will also be responsible for initiating, managing and implementing a variety of initiatives related to enhancing the guest experience and ensuring that continuous improvement processes for our guest experience are embedded.

 

About us

One of our core organisational values is that we are 'better together' and that’s why we’re working hard to build a flexible and inclusive culture; where difference is respected and valued and where our people can be themselves. Inclusivity is at the heart of our everything we do so we welcome applications from everyone. We do not discriminate on the basis of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership and pregnancy & maternity.

 

Carnival UK is the operating company for P&O Cruises & Cunard. We provide unforgettable holiday experiences and operate a winning culture to achieve standout success.

 

P&O Cruises has a proud and long tradition, with seven ships including our flagship Britannia which joined our fleet in March 2015.  Our new ship, the largest in the UK market, will join the fleet in 2020, meaning we can offer more experiences tailored to British tastes - combining genuine service, a sense of occasion and attention to detail, ensuring passengers have the holiday of a lifetime, every time.

 

It takes great passion and real dedication to maintain our position at the top. That’s why extraordinary, passionate people are at the heart of our journey delivering the highest standards to our valued customers. With support to help you reach your potential, attractive company benefits and incredible employee offers on discounted cruises we want your career with us to be successful and fun. 

 

Join us on our journey, apply now. 

 

This role has been levelled at CUK 06.