Junior Guest Relations Officer (Shipboard)

About the role

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

Key responsibilities

• Maintain a professional presence and emergency preparedness within stateroom services, 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 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, demonstrating calm composure, respect, and cleanliness in all guest and crew interactions.

Required profile

• 1‑2 years of front‑desk or receptionist experience in a 4‑ or 5‑star hotel.
• Clear, courteous spoken English; additional languages (Spanish, Portuguese, Italian, French, German) are a plus.
• Shipboard guest services experience is advantageous.
• Strong hospitality, communication, organizational, and decision‑making abilities.

Required skills