Guest Relations Officer – Shipboard

About the role

The Guest Relations Officer ensures a seamless and memorable experience for both guests and crew aboard the vessel. This position combines front‑desk expertise with shipboard emergency preparedness, acting as the brand voice for all guest interactions.

Key responsibilities

• Maintain a professional presence in stateroom services, supporting elevator and ADA alarm resolution.
• Serve as the primary point of contact for external calls, delivering personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused attitude.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance needs, taking ownership of work areas and tools.
• Lead by example, upholding calm composure, respect, and cleanliness across all guest and crew areas.

Required profile

• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Clear, courteous English communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• Shipboard guest‑services experience is advantageous.
• Strong administrative abilities and attention to detail.

Required skills