Guest Relations Officer – Shipboard Hospitality

About the role

The Guest Relations Officer is the primary point of contact for all guest interactions on board, ensuring a seamless and memorable experience. Working within the Guest Relations team, you will liaise between guests and hotel and marine departments, proactively anticipating needs and delivering premium service.

Key responsibilities

• Maintain a professional presence and emergency preparedness within stateroom services.
• Respond to escalated guest concerns with empathy, professionalism, and timely solutions.
• Track and analyse guest metrics such as call volume, content, and behavioural trends.
• Communicate inventory, program access, and maintenance requirements, taking ownership of work areas and tools.
• Lead by example, upholding composure, respect, and cleanliness across all guest and crew areas.

Required profile

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

Required skills

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