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. This role bridges guests with 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.
• Act 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 analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking ownership of work areas and tools.
• Lead by example, upholding calm composure, respect, cleanliness, and orderliness across all guest and crew areas.

Required profile

• Outstanding hospitality, communication and organizational abilities.
• Strong decision‑making skills and meticulous attention to detail.
• Accountability for guest sentiment and the quality of personalized experiences.
• Ability to speak English clearly; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel; shipboard guest‑service experience is advantageous.

Required skills