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. As a member of 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 constant presence of professionalism and emergency preparedness within stateroom services.
• Support operations by resolving elevator and ADA alarms and handling external calls as the brand voice.
• Provide impeccable, personalized service to both 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.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all individuals with respect, and championing cleanliness and orderliness throughout the ship.

Required profile

• Outstanding hospitality, communication, and organizational abilities.
• Effective decision‑making and keen attention to detail.
• Fluent English with clear, courteous speech; conversational proficiency in Spanish, Portuguese, Italian, French, or German is a plus.
• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest‑services experience is advantageous.

Required skills

What we offer

• Opportunity to work in a dynamic, international shipboard environment.
• Exposure to a wide range of hospitality operations and guest‑service challenges.
• Professional development within the cruise and hospitality industry.