Guest Relations Officer – Shipboard Hospitality

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, this junior‑level role bridges guests with 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, 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 solutions‑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 full stewardship of work areas and tools.
• Lead by example, demonstrating calm composure, respect for all guests and crew, and a commitment to cleanliness and orderliness.

Required profile

• Outstanding hospitality, communication, and organizational abilities.
• Strong attention to detail and accountability for personalized guest experiences.
• Clear, courteous English speaking skills; conversational proficiency in Spanish, Portuguese, Italian, French, or German is a plus.
• 2–3 years of front‑desk or receptionist experience in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is advantageous.

Required skills