Guest Relations Officer – Shipboard

About the role

The Guest Relations Officer is the primary point of contact for every guest aboard, ensuring a seamless, premium experience that is both exceptional and memorable. Working within the Guest Relations team, this role bridges guests with all hotel and marine departments, proactively anticipating needs and delivering personalized service.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Act as the brand voice for external calls, providing impeccable, personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and a positive attitude.
• Collect and analyse metrics such as guest counts, call volume, and call content to inform service improvements.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all guests and crew with respect, and championing cleanliness and orderliness.

Required profile

• 2‑3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is an advantage.
• Clear, courteous English communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is preferred.
• Outstanding hospitality, organizational, and decision‑making abilities with keen attention to detail.

Required skills