Guest Relations Officer (Shipboard)

About the role

The Guest Relations Officer owns 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 follows up on guest sentiment.

Key responsibilities

• Maintain a constant professional presence, handle emergency preparedness, and resolve elevator and ADA alarms while representing the ship’s brand.
• Respond to escalated guest concerns with empathy, professionalism, and active listening.
• Collect and analyse metrics such as guest counts, call volume, and call content to improve service quality.
• Communicate inventory, program access, and maintenance requirements, taking full stewardship of work areas and tools.
• Lead by example, uphold calm composure, ensure cleanliness, and take ownership of all guest and crew occurrences requiring direction.

Required profile

• Fluent English with clear, cordial communication; conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is preferred.
• 2‑3 years of front‑desk or receptionist experience in a 4‑ or 5‑star hotel; shipboard guest services experience is an advantage.
• Outstanding hospitality, communication, organizational, and decision‑making abilities with keen attention to detail.