Guest Relations Officer – Shipboard

About the role

The Guest Relations Officer ensures a high‑standard, personalized experience for guests and crew aboard a cruise ship. You will act as the brand voice, handling guest inquiries, escalations and emergency situations with professionalism and empathy.

Key responsibilities

• Maintain professionalism and emergency preparedness within stateroom services, including elevator and ADA alarm response.
• Serve as the primary point of contact for external guest calls, delivering impeccable service to both guests and crew.
• Address escalated guest concerns in a courteous, solution‑focused manner.
• Collect and analyse metrics such as guest counts, call volume and call content for continuous improvement.
• Communicate inventory, program access and maintenance needs, overseeing work areas and tools.
• Lead by example, promoting cleanliness, orderliness and respectful interaction across all guest and crew areas.

Required profile

• Clear, courteous English communication skills.
• Conversational proficiency in one or more additional languages (Spanish, Portuguese, Italian, French, German preferred).
• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is an advantage.

Required skills

What we offer

• Opportunity to work in a dynamic, international hospitality environment.
• Professional development and leadership experience on a world‑class cruise vessel.