Guest Relations Officer – Shipboard

About the role

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

Key responsibilities

• Maintain a professional presence and emergency preparedness in stateroom services, handling elevator and ADA alarms.
• Act as the brand voice for external calls, providing high‑quality service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and proactive solutions.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance needs, taking ownership of work areas and tools.
• Lead by example, upholding calm composure, respect, and cleanliness 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‑service experience is a plus.
• Clear, courteous English communication; conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is preferred.
• Strong hospitality, communication, and organizational abilities.

Required skills

• Fluent spoken English.
• Conversational proficiency in at least one additional language (e.g., Spanish, Portuguese, Italian, French, German).