Guest Relations Officer – Shipboard Hospitality

About the role

The Guest Relations Officer is the primary point of contact for guests aboard the vessel, ensuring every interaction is seamless, memorable, and aligned with premium service standards. Working within the Guest Relations team, you will liaise between guests and all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a constant professional presence and emergency preparedness within stateroom services.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused attitude.
• Track and analyze guest interaction metrics such as call volume, content, and behavioral trends.
• Communicate inventory, program access, and maintenance requirements, taking ownership of work areas and tools.
• Lead by example, upholding composure, respect, and cleanliness across all guest and crew areas.

Required profile

• Clear, courteous spoken English; conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is a plus.
• 2–3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is advantageous.
• Strong hospitality, communication, and organizational abilities.

Required skills