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, this role bridges guests with all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a professional presence and emergency preparedness in stateroom services, handling elevator and ADA alarms.
• Serve as the brand voice for external calls, providing high‑quality, personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused attitude.
• Collect and analyze metrics such as guest counts, call volume, and call content for continuous improvement.
• Oversee inventory, program access, and maintenance requirements for work areas and tools.
• Lead by example, ensuring cleanliness, orderliness, and respectful treatment of all guests and crew.

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 skills.
• Conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is preferred.

Required skills

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