Guest Relations Officer (Shipboard)

About the role

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

Key responsibilities

• Maintain a professional presence and emergency preparedness in stateroom services, handling elevator and ADA alarms.
• Act as the brand voice for external calls, providing high‑quality 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 needs, taking stewardship of work areas and tools.
• Lead by example, upholding calm composure, respect, cleanliness, and orderliness 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, 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 take full accountability for guest interactions.

Required skills