Guest Relations Officer – Shipboard Hospitality

About the role

The Guest Relations Officer is responsible for every guest interaction on board, ensuring a seamless and memorable premium service. Working within the Guest Relations team, the officer acts as the liaison between guests and all hotel and marine departments, proactively anticipating needs and expectations.

Key responsibilities

• Maintain a professional presence and emergency preparedness in stateroom services, handling elevator and ADA alarms.
• Serve as the brand voice for external calls, delivering personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and positive problem‑solving.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, upholding calm composure, humility, respect, and cleanliness across all guest and crew areas.

Required profile

• 2‑3 years experience as Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is an advantage.
• Clear, cordial English communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is preferred.
• Outstanding hospitality, communication, organizational, and decision‑making abilities.
• Strong attention to detail and accountability for guest experience quality.