Guest Relations Officer – Shipboard (Mexico)

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, you will liaise between guests and all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a professional presence and emergency preparedness within stateroom services, handling elevator and ADA alarms.
• Serve 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 analyze 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 a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is a plus.
• Clear, courteous English communication; conversational proficiency in Spanish, Portuguese, Italian, French, or German is preferred.

Required skills

What we offer

• Opportunity to work in a dynamic, international hospitality environment aboard a cruise vessel.
• Professional development and exposure to multi‑departmental operations.