Guest Relations Officer

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, you will act as the liaison between guests and all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services.
• Resolve elevator and ADA alarms, represent the brand voice for external calls, and provide high‑quality 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 requirements, taking stewardship of work areas and tools.
• Lead by example, uphold cleanliness and orderliness, and take ownership of all guest and crew occurrences that require direction.

Required profile

• Outstanding hospitality, communication, and organizational abilities.
• Strong decision‑making skills and meticulous attention to detail.
• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel; shipboard experience is a plus.
• Fluent English with clear, courteous speech; conversational proficiency in Spanish, Portuguese, Italian, French, or German is preferred.

Required skills

What we offer

• Opportunity to work in a dynamic, international shipboard environment.
• Professional development within the hospitality and cruise industry.