Guest Relations Officer - MAU

About the role

The Guest Relations Officer works ship‑board to deliver premium, personalized service to both guests and crew. Acting as the brand voice of the vessel, this role ensures smooth communication, rapid resolution of issues, and a welcoming atmosphere throughout the ship.

Key responsibilities

• Maintain a constant professional presence and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Serve as the primary point of contact for external calls, representing the brand and providing high‑quality service to guests and crew.
• Respond to escalated guest concerns with empathy, active listening, and a positive, solution‑focused attitude.
• Collect and analyse operational metrics such as guest counts, call volume, and call content to support continuous improvement.
• Communicate inventory, program access, and maintenance needs, taking full stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all individuals with respect, and championing cleanliness and orderliness across guest and crew areas.

Required profile

• 2‑3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Excellent spoken English; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• Previous shipboard guest‑services experience is advantageous.

Required skills

• Strong administrative and data‑tracking abilities.