Guest Relations Officer – Shipboard

About the role

The Guest Relations Officer is responsible for delivering premium, memorable service to every guest aboard the vessel. Acting as the primary liaison between guests and all hotel and marine departments, the officer anticipates needs, resolves issues, and ensures a seamless experience throughout the voyage.

Key responsibilities

• Maintain a professional presence and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Serve as the brand voice for external calls, providing personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused attitude.
• 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, demonstrating calm composure, respect for all guests and crew, and adherence to cleanliness and orderliness standards.

Required profile

• 2‑3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest‑service experience is an advantage.
• Clear, courteous spoken English; conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is preferred.
• Strong hospitality, communication, and organizational abilities.
• Effective decision‑making and attention to detail.

Required skills

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