Sr Asst Purser (Japanese Speaking)

Set a course for adventure with Princess Cruises!

As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.

Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.

At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.

As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.

As a Sr Assistant Purser, you will serve in a dual-capacity leadership role, supporting either Guest Services or Crew Office operations depending on the ship’s operational requirements. This position is critical to delivering exceptional service experiences for guests and ensuring the well-being, administrative support, and satisfaction of our onboard teammates. You will be entrusted with driving service excellence, operational efficiency, and team development while upholding Princess Cruises’ commitment to safety, inclusivity, and innovation.

Please note: Assignment to either the Guest Services or Crew Office function will be determined based on operational needs and may remain fixed for the duration of the contract.

Guest Services Operations

• 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.

Crew Services Operations

• 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.
• 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 f