Guest Services Supervisor

Role overview

This permanent full-time opportunity is based in Harwich aboard the Stena Britannica, operating between Harwich and Hook of Holland. The role follows a week-on, week-off pattern and combines living at sea with daily operational responsibility. It suits a seasoned customer service professional from a seagoing background who is ready to move into a supervisory position and help shape an outstanding passenger experience.

In this position, you will lead the onboard Guest Services function, support accommodation and service standards, and contribute to a smooth, welcoming environment for passengers. The work is varied, fast-paced, and highly collaborative, with a strong emphasis on teamwork, calm decision-making, and service quality.

Key responsibilities

• Take charge of the Guest Services team, serving as the main contact for passenger questions and complaints.
• Maintain high standards of cabin presentation and cleanliness by carrying out inspections and coordinating housekeeping.
• Oversee stock levels, cash management, and onboard banking activities in accordance with company procedures.
• Support revenue generation by encouraging cabin upgrades and helping meet sales targets.
• Train, guide, and coach team members, while giving regular feedback and managing performance.
• Make sure company policies, operating procedures, and safety rules are consistently followed.
• Liaise with internal colleagues and outside contractors to keep onboard operations running efficiently.

Working environment

You will be part of a close-knit onboard community where colleagues live and work together. The setting is energetic and demanding, but also rewarding, with a shared focus on delivering excellent service every day. The employer describes a caring culture that values support, pride in work, and celebrating team success.

Benefits

• Concessionary travel on Irish Sea and North Sea routes
• 75% discount on UK rail travel
• Company pension and life assurance
• Discounts for gym and wellbeing services
• Wellbeing cash plan covering dental, optical, and health screening
• Enhanced parental leave
• Cycle-to-work scheme
• Employee Assistance Programme
• Training and ongoing professional development

Candidate profile

The ideal candidate is a confident, approachable leader who can motivate others and build strong working relationships in a live-onboard environment. You should be comfortable communicating with people at different levels, remain composed under pressure, and approach problems with a practical, solution-driven mindset. Strong organisation, a focus on high standards, and an understanding of how service delivery affects passenger satisfaction are all important. The company also values people who reflect its behaviours: welcoming, caring, and reliable.

Qualifications and experience

• Valid STCW certification is required.
• Prior sea-based experience in customer service or hospitality is required.
• Background in a supervisory or team leader role is needed.
• Strong customer service ability, including complaint handling and issue resolution, is expected.
• Experience with cash handling, stock control, or similar operational processes is required.
• Good knowledge of IT systems such as POS, booking, or stock platforms is important.
• Strong English communication skills are required; additional languages would be an advantage.

Additional details

Location: Harwich (Stena Britannica)

Contract type: Permanent

Salary: £40,199.04 per year

Department: Onboard Sales & Services

This role is based entirely onboard the vessel and is not a shore-based position.

Applications are reviewed as they come in, and the closing date mentioned is 3 July 2026. Candidates are asked to submit a CV in English through the employer’s online recruitment system. Recruitment agencies are not invited to support this vacancy.

About the employer

The company is a major sustainable shipping operator with an extensive route network across Scandinavia, the UK, the North Sea, and the Baltics. Its purpose is to connect people, places, and societies, while helping passengers and freight reach their destinations reliably. The organisation states that it is committed to a respectful workplace, equal opportunity, and an inclusive environment free from harassment.