Guest Relations Officer – Mauritius

About the role

The Guest Relations Officer is the primary point of contact for guests on board, ensuring every interaction is seamless, memorable, and aligned with premium service standards. Working within the Guest Relations team, you will act as the liaison between guests and all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a professional presence and emergency preparedness within stateroom services.
• Assist with elevator and ADA alarm resolutions and act as the brand voice for external calls.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused approach.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking ownership of work areas and tools.
• Lead by example, demonstrating calm composure, respect for guests and crew, and adherence to cleanliness and orderliness standards.

Required profile

• 2‑3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is an advantage.
• Clear, courteous spoken English; conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is preferred.
• Strong hospitality, communication, and organizational abilities.
• Ability to make effective decisions and pay keen attention to detail.

Required skills

• Fluent English communication.
• Conversational proficiency in at least one additional language (e.g., Spanish, Portuguese, Italian, French, German).