Guest Relations Officer – Shipboard Hospitality

About the role

The Guest Relations Officer is the primary point of contact for all guest interactions aboard our vessel, ensuring a seamless and memorable premium service experience. Working within the Guest Relations team, you will act as the liaison between guests and the hotel and marine departments, proactively anticipating needs and delivering personalized support.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Serve as the brand voice for external calls and provide impeccable personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, active listening, and a solution‑focused approach.
• 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, upholding calm composure, respect, cleanliness, and orderliness across all guest and crew areas.

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.
• Excellent hospitality, communication, organizational, and decision‑making abilities.
• Strong attention to detail and accountability for personalized guest experiences.

Required skills

• Fluent English with clear, courteous speaking style.
• Conversational proficiency in at least one additional language (Spanish, Portuguese, Italian, French, or German preferred).