Guest Relations Officer

About the role

The Guest Relations Officer is responsible for every guest interaction on board, ensuring a seamless, premium experience that is both exceptional and memorable. Acting as the liaison between guests and all hotel and marine departments, the role proactively anticipates needs and maintains high standards of service.

Key responsibilities

• Maintain constant professionalism and emergency preparedness within stateroom services, supporting operations such as elevator and ADA alarm resolution while serving as the ship’s brand voice for external calls.
• Respond to escalated guest concerns with empathy, professionalism, and a positive attitude, actively listening to resolve issues.
• Collect and analyze guest service metrics, including call volume, content, and behavioral data, to drive continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, demonstrating calm composure, respect for guests and crew, and ensuring cleanliness and orderliness throughout guest and crew areas.

Required profile

• Clear, courteous English communication skills; conversational proficiency in additional languages such as 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 environment; shipboard guest services experience is advantageous.
• Outstanding hospitality, communication, and organizational abilities with keen attention to detail.
• Effective decision‑making capabilities and the ability to handle emergency situations.
• Strong administrative skills, including data collection and analysis of guest interactions.