Guest Relations Manager

About the role

The Guest Relations Manager is responsible for delivering premium, personalized service to guests aboard an international 5‑star cruise ship. This role ensures that every guest interaction reflects the highest standards of hospitality and cultural sensitivity.

Key responsibilities

• Provide guests with top‑quality, personalized service and promptly address requests, enquiries, and complaints.
• Maintain continuous communication with the Hotel Director and other ship departments to ensure seamless operations.
• Coordinate, organize and supervise front‑office activities, ensuring smooth guest flow.
• Demonstrate comprehensive knowledge of ship facilities, ports of call and onboard services.
• Plan and lead training sessions for reception staff to enhance service techniques and guest focus.

Required profile

• Preferably 2‑3 years of shipboard experience in a similar role within a luxury, 5‑star environment.
• Fluent English (verbal and written) with strong communication skills.
• Conversational ability in an additional language such as German, French, Spanish or Mandarin.
• Proactive problem‑solving attitude and sensitivity to cultural differences.
• Strong interpersonal skills with the ability to lead and develop a diverse workforce.

Required skills

• Good working knowledge of Microsoft Office applications.
• Experience with Fidelio and other hotel operating systems.