Guest Relations Officer – Shipboard (Belgium)

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 act as the liaison between guests and all hotel and marine departments, proactively anticipating needs and delivering exceptional 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 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.
• Communicate inventory, program access, and maintenance requirements, 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 or Receptionist in a 4‑ or 5‑star hotel.
• Clear, courteous English communication; conversational proficiency in additional languages (Spanish, Portuguese, Italian, French, or German) is a plus.
• Shipboard guest services experience is advantageous.
• Strong organizational, decision‑making, and attention‑to‑detail abilities.

Required skills