Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone.

We are looking for an amazing Coach, Onboard Experience Support to fill this role, which is based remotely office. The Coach, Onboard Experience Support is responsible for ensuring the team provides exceptional service to all internal and external customers including but not limited to guests, travel agents, internal team members, vendors, as well as frontline supervisors through senior management for the Princess. The position is responsible for coaching team members on how to think abstractly and holistically about situations that would normally be solely guided by defined policies in other positions and making decisions that balance guest and company goals.                 

Here is a summary of what Princess is looking for in its Coach, Onboard Experience Support. Is this you?

Responsibilities

• Holds weekly one-on-one coaching sessions with every team member, inclusive of listening and evaluating a minimum of one call/contact. Documents coaching sessions, progress, and individual development plans on a weekly basis.

• Conducts alternative coaching and related activities, such as: live monitoring of interactions, review of work completed by the team, holding calibration sessions, conducting focus groups and feedback sessions, self-education, and research of new coaching techniques.                                                                              

• Develops and implements detailed plans for the coach and team to reach and surpass daily and monthly goals. Provides performance snapshots as established and requested by the Manager, Onboard Experience Support. Produces a quarterly outline of performance and growth, both as a team and as individuals, and identifies successes and opportunities while establishing strategies for the upcoming quarter. Develops and implements contests, awards, and department themes. 

• Organizes and conducts weekly team meetings. These should include a review of the past week’s events, including statistics, team results, and industry news, communication of new products, policy, and company information, discussion of upcoming promotions and campaigns, recognition of team members, and preparation for the upcoming week. The Coach should also hold additional ad hoc huddles should business needs arise. 

• The Coach identifies knowledge gaps and team opportunities and assists with team training in partnership with other Coaches and managers of the department as appropriate.                                                                          

• Performs other duties as assigned                                                                                                           

Requirements

• Bachelor’s degree preferred, or equivalent years of relevant work experience 

• Demonstrated leadership skills, including the ability and proven success in influencing and motivating others. 

• Well-versed in using integrated coaching strategies to provide real time observations to coach the team members. 

• Strong verbal, interpersonal, and communication skills. Demonstrated ability to effectively communicate with management, agents, and guests in multiple locations of the business.

• Strong organizational and prioritization skills, the ability to handle multiple tasks, and demonstrated a strong work ethic.                                            

• A minimum of three to five years of direct experience successfully leading and developing a team to achieve performance goals. Three or more years of marketing, sales, or customer service experience within the hospitality industry preferred.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k) 
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives 

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:  https://www.princess.com/aboutus/culture-framework/

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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