Guest Relations Officer (Shipboard) – Mauritius

About the role

The Guest Relations Officer owns every guest interaction on board, ensuring a seamless, premium service that is both exceptional and memorable. As the liaison between guests and all hotel and marine departments, the role proactively anticipates needs and takes full accountability for the guest experience.

Key responsibilities

• Maintain professionalism and emergency preparedness in stateroom services, support elevator and ADA alarm resolution, and act as the brand voice for external calls.
• Respond to escalated guest concerns with empathy, professionalism, and a positive attitude.
• Track and analyze guest metrics such as counts, call volume, and call content to improve service quality.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, ensuring calm composure, respect for guests and crew, cleanliness, and ownership of all guest and crew occurrences.

Required profile

• Clear, cordial English communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• 2–3 years experience as Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is advantageous.
• Strong decision‑making ability, attention to detail, and outstanding hospitality and organizational skills.