Guest Relations Officer (Shipboard)

About the role

The Guest Relations Officer owns every guest interaction on board, ensuring a seamless, premium experience that is both exceptional and memorable. Acting as the liaison between guests and all hotel and marine departments, the officer proactively anticipates needs and delivers personalized service throughout the voyage.

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 positive attitude.
• Collect and analyse metrics such as guest counts, call volume, and call content.
• Communicate inventory, program access, and maintenance requirements, taking full stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all guests and crew with respect, and ensuring cleanliness and orderliness in all areas.

Required profile

• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest‑services experience is an advantage.
• Outstanding hospitality, communication, and organizational skills.
• Strong decision‑making ability and keen attention to detail.
• Fluent English; conversational proficiency in Spanish, Portuguese, Italian, French or German preferred.

Required skills

• English language proficiency.
• Conversational proficiency in Spanish, Portuguese, Italian, French or German.
• Front‑desk operations and guest‑service handling.
• Emergency preparedness and response.
• Data collection and basic analysis.
• Inventory communication and stewardship.