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Manager Cruise Line Customer Service Jobs (NOW HIRING)

American Cruise Lines

Cruise Director

Manhattan, NY

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Bremerton, WA · On-site

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Providence, RI

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Alton, IL · On-site

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Providence, RI · On-site

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Key West, FL

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Mount Vernon, VA · On-site

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

American Cruise Lines

Cruise Director

Astoria, OR · On-site

The Cruise Director manages the entertainment, presentations, activities, events and communications ... These values shape our culture, our service, and our people, guiding us as we work together to ...

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Manager Cruise Line Customer Service information

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How much do manager cruise line customer service jobs pay per year?

As of Jul 15, 2026, the average yearly pay for manager cruise line customer service in the United States is $57,998.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $70,000.00 per year, depending on experience, location, and employer.

What are Manager Cruise Line Customer Service roles and responsibilities?

A Manager of Cruise Line Customer Service oversees the customer service department onboard ships or at cruise line offices. Their main responsibilities include supervising customer service staff, resolving passenger complaints, ensuring excellent guest experiences, and implementing company policies. They also train team members, manage service procedures, and handle escalated issues. The role requires strong communication, leadership, and problem-solving skills to maintain high levels of customer satisfaction throughout the cruise experience.

What are the key skills and qualifications needed to thrive as a Manager Cruise Line Customer Service, and why are they important?

To thrive as a Manager Cruise Line Customer Service, you need strong leadership abilities, experience in hospitality or customer service, and usually a relevant degree or professional training. Familiarity with customer relationship management (CRM) systems, reservation platforms, and industry certifications like Certified Guest Service Professional (CGSP) are highly valuable. Excellent communication, conflict resolution, and cultural sensitivity are standout soft skills for this position. These competencies ensure exceptional guest satisfaction, efficient team operations, and the ability to handle diverse passenger needs in a dynamic environment.

What is the difference between Manager Cruise Line Customer Service vs Cruise Line Guest Services Supervisor?

AspectManager Cruise Line Customer ServiceCruise Line Guest Services Supervisor
CredentialsCustomer service experience, leadership skills, industry knowledgeCustomer service experience, supervisory skills, industry knowledge
Work EnvironmentOversees customer service departments, manages staff, strategic planningSupervises guest services staff, handles onboard guest issues, ensures service quality
Employer & Industry UsageCommonly used in cruise line companies for managerial rolesUsed in cruise lines for supervisory roles directly managing guest services

The main difference is that the Manager Cruise Line Customer Service typically holds a higher-level, strategic role overseeing the entire customer service department, while the Cruise Line Guest Services Supervisor focuses on supervising onboard guest services staff and resolving guest issues directly. Both roles require customer service experience and industry knowledge, but the manager position involves broader responsibilities and leadership duties.

What are some common challenges faced by a Manager in Cruise Line Customer Service, and how can they be effectively addressed?

Managers in Cruise Line Customer Service often encounter challenges such as resolving complex guest complaints, maintaining high service standards across a diverse team, and adapting to rapidly changing guest needs during voyages. Successfully addressing these challenges requires strong communication skills, proactive team training, and the ability to remain calm under pressure. Building a culture of continuous feedback, empowering frontline staff, and collaborating closely with other departments—such as housekeeping and food services—are also key strategies for ensuring guest satisfaction and smooth operations.
What cities are hiring for Manager Cruise Line Customer Service jobs? Cities with the most Manager Cruise Line Customer Service job openings:
What are the most commonly searched types of Cruise Line Customer Service jobs? The most popular types of Cruise Line Customer Service jobs are:
What states have the most Manager Cruise Line Customer Service jobs? States with the most job openings for Manager Cruise Line Customer Service jobs include:
Manager Cruise Line Customer Service jobs near you
Cruise Director

Cruise Director

American Cruise Lines

Manhattan, NY

Full-time

Medical, Dental, Vision, Retirement

Re-posted 8 days ago

Job description

Cruise Director
American Cruise Lines, the largest USA flagged cruise line in the United States, is looking to add Cruise Directors to our shipboard team for our 2026 season. American Cruise Lines only operates within the United States and has no more than 200 passenger vessels that create a one-of-a-kind small ship experience. With newly constructed vessels being added to our fleet, it is a great opportunity to join our shipboard management team.

The Cruise Director is the most visible advocate for guests and is responsible for creating a fun atmosphere onboard while always engaging guests through a series of activities, shows, events, presentations and socializing throughout the cruise. The Cruise Director manages the entertainment, presentations, activities, events and communications on board. This leadership role requires an energetic, creative, talented individual with previous cruise/resort experience, extraordinarily polished presentation skills, collaborative approach, team spirit, and a passion for guest satisfaction. The Cruise Director reports to the Hotel Manager.
At American Cruise Lines, we are driven by our values—Optimism, Commitment, Patriotism, and Merit. These values shape our culture, our service, and our people, guiding us as we work together to Share America’s Story on the Finest American Ships.
Responsibilities:
  • Schedule and execute engaging entertainment, enrichment and activity programs that enhance and elevate the guest experience.
  • Effectively communicate to guests via the shipboard daily program, television, stage, public address system and one-on-one interaction and socialization.
  • Socialize with guests at every opportunity including, but not limited to, mealtimes and cocktail hour.
  • Greet guests as they depart for and return from shore excursions.
  • Make daily Noon announcement/update; make every effort to make all PA announcements as the “voice” of the cruise.
  • Meet with Excursions Director, Guest Speakers, Guest Instructors and Resident Entertainers at the start of every cruise to review scheduling.
  • Create the daily Ship to Shore.
  • Host Officer Introduction and Excursion Briefing.
  • Assist in the delivery of the Safety Briefing with the Captain.
  • Ensure lounges are prepared for activities, events, presentations and shows (lounge configuration, A/V requirements, etc.).
  • Confirm entertainers 48-hours in advance; assist entertainers and onboard speaker’s A/V needs.
  • Create and update bulletin board daily.
  • Work with Excursions Director to prepare folders and materials for turnaround day.
  • Act as company representative at pre-cruise hotels on turnaround day.
  • Promote onboard sales and brand loyalty by hosting re-booking events.
  • Oversee proper VIP guest service delivery.
  • Communicate and report regularly to the Home Office as to the status of the cruise, guest issues and recovery, and the evaluations of Guest Speakers, Instructors and Entertainers.
  • Perform bartending duties as needed with other management personnel.
Qualifications:
  • Cruise ship experience preferred, but candidates with upscale hotel/resort experience will be considered.
  • Proficiency in Microsoft Office Suite applications
  • Extremely polished speaking/presentation skills required.
  • Strong interpersonal and social skills required.
  • Strong critical thinking skills required.
  • Must possess a strong sense of production and presentation.
  • Basic knowledge of audio/visual equipment required.
  • Must be enthusiastic, outgoing, confident, and always have a can-do attitude.
  • Excellent time management and attention to detail.
  • Transportation Worker Identification Credential (TWIC).
  • Ability to perform the essential functions of the job with or without accommodation.
Attributes for Success:
  • Ability to engage guests throughout each cruise.
  • Superior time management.
  • Ability to manage and solve problems.
  • Sense of urgency in all guest, crew, and home office requests.
  • Positive attitude and receptive to continuous performance feedback.
Work Schedule:
  • 7 Days per week while onboard the ship.
  • 6 to 8 weeks working and living onboard the ship / 1 to 2 weeks off.
  • This is a full-time, exempt position.
Essential Functions:
  • Ships experience forces from wind, waves, and currents, prompting them to exhibit six distinct motions known as ship motions. The six motions are surge, sway, heave, roll, pitch, and yaw. This position requires the ability to live and satisfactorily perform job duties in an environment that is subject to constant motion.
  • Ability to work around 12 hours per day.
  • Ability to assist in the event of an on-board emergency by quickly climbing up a ladder, opening, and passing through a 20” diameter hatch.
  • Ability to stand for your entire shift.
  • Ability to frequently lift up to 20 lbs. and occasionally lift up to 50 lbs.
  • Ability to frequently bend, squat and reach.
  • Ability to live and work on board a vessel for extended periods of time.
  • Ability to use stairs frequently.
Compensation and Benefits:
  • Competitive daily rate.
  • Health, dental, vision, and 401(k) with match.
  • Covered Expenses: American Cruise Lines provides travel, room and board, uniforms, and training.
Applicant Acknowledgment
By proceeding to apply for the above position, I acknowledge that I have read and understand the description of the job position for which I am applying, I agree that it accurately reflects the essential functions of the position, and I represent that I can complete the essential functions of the position.

Equal Opportunity Employer
American Cruise Lines is committed to providing equal employment opportunities for all employees and applicants. ‎American Cruise Lines bases all employment decisions on business needs, job requirements, and individual ‎qualifications without regard to protected characteristics, including, but not limited to, race, color, religion, sex (including pregnancy), national origin and citizenship, age (40 and over), disability (including perceived disability), generic information, military service, or any other protected characteristic under applicable federal, state, or local law. ‎This policy applies to all aspects of employment and employment decisions, including, but not limited to, ‎hiring, selection, job assignment, training, compensation, promotion, discipline, termination, and access ‎to benefits.‎
*Job sites across the nation.
**This job description is not intended to be a comprehensive list of the duties and responsibilities of the position and such duties and responsibilities may change without notice.

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