Guest Relations Officer (Shipboard)

About the role

The Guest Relations Officer owns every guest interaction, follows up on experiences and delivers seamless premium service that is both exceptional and memorable. As a member of the Guest Relations team, the Junior Guest Relations Officer serves as the liaison between guests and all Hotel and Marine departments, proactively anticipating guests’ needs and expectations.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services, supporting the resolution of elevator and ADA alarms and acting as the brand voice for external calls.
• Respond to escalated guest concerns in an upscale, considerate and professional manner, showing empathy and active listening.
• Track and analyse metrics such as guest counts, call volume and call content, and conduct behavioural analysis for guests and crew.
• Communicate inventory, program access and maintenance requirements, taking full stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all guests and crew with humility and respect, championing cleanliness and orderliness, and taking ownership of any occurrences that require direction.

Required profile

• Fluent, clear and cordial English communication with guests.
• Conversational proficiency in additional languages such as Spanish, Portuguese, Italian, French or German.
• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Previous guest services experience on a ship is an advantage.