Guest Relations Officer – Premium Hospitality

About the role

The Guest Relations Officer owns every guest interaction, ensuring a seamless and memorable premium service experience. As a liaison between guests and all hotel and marine departments, the role proactively anticipates needs and drives exceptional service delivery.

Key responsibilities

• Maintain professionalism and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Act as the brand voice for external calls, providing personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and positive problem‑solving.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance needs, taking stewardship of work areas and tools.

Required profile

• Outstanding hospitality, communication and organizational skills.
• Strong decision‑making ability and keen attention to detail.
• Ability to remain calm, respectful and humble with guests and crew in all situations.

Required skills

• Fluent, clear English communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• 2‑3 years front‑desk/reception experience in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is advantageous.