Guest Services Supervisor

Location – Harwich (Stena Britannica)

Contract – Permanent

Salary - £40,199.04

Are you an experienced seagoing customer service professional with a passion for leading teams and delivering exceptional service at sea?

As a Guest Services Supervisor at Stena Line, you’ll experience a unique way of working—living and working at sea onboard the Stena Britannica, sailing between Harwich and Hook of Holland. Working a week-on, week-off rotation, you’ll become part of a close-knit onboard community where teamwork and support are key to success.

This role is ideal for an experienced seagoing customer service professional holding valid STCW certification, looking to take the next step into a supervisory position. You’ll play a vital role in creating a welcoming and memorable experience for our passengers, leading a dedicated team and ensuring the highest standards across guest services and accommodation. This is a dynamic, hands-on role where no two days are the same—perfect for someone who thrives in a fast-paced environment and enjoys life at sea.

Some of your key responsibilities

• Lead and support the Guest Services team, acting as the first point of contact for passenger queries and complaints
• Ensure high standards of cleanliness and presentation through cabin inspections and housekeeping coordination
• Manage stock, cash handling, and onboard banking procedures in line with company policies
• Drive onboard sales through upselling cabins and supporting revenue targets
• Coach, develop, and provide regular feedback and performance management to team members
• Ensure compliance with company standards, procedures, and safety requirements
• Coordinate with internal teams and external contractors to support smooth onboard operations

What you will experience

You will be part of a collaborative and supportive onboard team where communication, teamwork, and a strong sense of shared responsibility are key. Life at sea brings a unique rhythm, where you live and work alongside your colleagues, building strong relationships and a real sense of camaraderie.

The environment is fast-paced and rewarding, with a shared commitment to delivering excellent service every day. You’ll have the opportunity to lead and influence a team while continuing to develop your own skills in a dynamic onboard setting. At Stena Line, we foster a caring culture where colleagues support one another, celebrate success, and take pride in what we achieve together.

Benefits 

• Concessionary travel on Irish Sea and North Sea routes 

• 75% discount on UK Rail travel 

• Company pension and life assurance 

• Gym and wellbeing discounts 

• Wellbeing cash plan (dental, optical, health screening) 

• Enhanced parental leave 

• Cycle-to-work scheme 

• Employee Assistance Programme 

• Ongoing training and development 

Who you are

At Stena Line your personality matters as much as how good you are at what you do. You are a confident and approachable leader who enjoys motivating others and building strong team relationships in a live-onboard environment. With a natural ability to communicate at all levels, you remain calm under pressure and handle challenges with a positive, solution-focused mindset. You are proactive, organised, and take pride in maintaining high standards, understanding how your role directly impacts the passenger experience. Guided by our behaviours—welcoming, caring, and reliable—you bring energy, commitment, and a strong team spirit to life at sea.

Qualifications

• Valid STCW certification (essential)
• Previous experience working at sea in a customer service or hospitality-focused role
• Experience in a supervisory or team leader role
• Strong customer service experience, including handling complaints and resolving issues
• Experience with cash handling, stock control, or similar operational processes
• Good IT/system knowledge (e.g. POS, booking or stock systems)
• Strong communication skills in English (additional languages are an advantage)

Interested?

This is a full-time, permanent position based onboard the Stena Britannica within our Onboard Sales & Services department. To apply, please register your profile and send in your CV in English as soon as possible but no later than 3rd July 2026. Applications are reviewed on an ongoing basis, so we encourage you to apply as soon as possible.

To ensure the secure and structured processing of your personal data, we only accept applications submitted through our online recruitment system.

If you have any questions regarding the position, you are welcome to contact Brittany Malcolm, Talent Acquisition Coordinator, at [email protected].

Please note that we kindly decline any offers from recruitment or staffing agencies regarding this recruitment.

About Stena Line

As a leader in sustainable shipping, Stena Line has Europe’s most comprehensive route network focusing on transportation of both passengers and freight. We have over 8,750 employees in our Stena Line family across Scandinavia, around the UK, the North Sea and the Baltics, all actively supporting the daily business.

Our purpose is to be a trusted link between people, places and societies. We play a vital role in keeping everything connected. We make sure people and goods arrive where they need to be, enabling business to thrive and societies to grow. We connect family and friends and make it possible to explore new destinations or revisit favourite places.

We are committed to maintaining and developing a sustainable working environment, free from harassment, that gives equal opportunities to everyone. We embrace equality, diversity and inclusion – and welcome all applicants.