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. Reporting to 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, including handling elevator and ADA alarms.
• Serve as the brand voice for external calls, providing impeccable, personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused approach.
• Collect and analyze 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, demonstrating calm composure, respect for all guests and crew, and ownership of service standards.

Required profile

• 2‑3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Excellent hospitality, communication, and organizational abilities.
• Strong attention to detail and effective decision‑making skills.
• Ability to speak clear, courteous English; conversational proficiency in Spanish, Portuguese, Italian, French, or German is a plus.
• Shipboard guest‑services experience is an advantage.

Required skills

What we offer

• Opportunity to work in a dynamic, international shipboard environment.
• Professional development within a leading hospitality brand.
• Competitive compensation and benefits package.