Guest Relations Officer – Shipboard

About the role

The Guest Relations Officer is the primary point of contact for guests aboard the vessel, ensuring every interaction is seamless, memorable, and aligned with premium service standards. Reporting to the Guest Relations team, this junior role bridges guests with all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services.
• Resolve elevator and ADA alarms, act as the brand voice for external calls, and provide high‑quality 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 requirements, taking ownership of work areas and tools.
• Lead by example, demonstrating calm composure, respect for all guests and crew, and championing cleanliness and orderliness throughout the ship.

Required profile

• Outstanding hospitality, communication, and organizational abilities.
• Strong decision‑making skills and meticulous attention to detail.
• Fluent English with clear, courteous speech; conversational proficiency in Spanish, Portuguese, Italian, French, or German is a plus.
• 2‑3 years of front‑desk or receptionist experience in a 4‑ or 5‑star hotel; shipboard guest‑services experience is advantageous.

Required skills