Guest Relations Officer (Shipboard)

About the role

The Guest Relations Officer is the primary point of contact for all guest interactions on board, ensuring a seamless, premium experience that is both exceptional and memorable. Working within the Guest Relations team, you will liaise between guests and all hotel and marine departments, proactively anticipating needs and delivering personalized service.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness in stateroom services.
• Resolve elevator and ADA alarms, act as the brand voice for external calls, and provide high‑quality 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 stewardship of work areas and tools.
• Lead by example, uphold cleanliness, treat all guests and crew with respect, and take ownership of any incidents requiring direction.

Required profile

• Outstanding hospitality, communication, and organizational skills.
• Strong attention to detail and effective decision‑making abilities.
• Fluent English with clear, courteous speech; 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‑services experience is advantageous.

Required skills

What we offer

• Opportunity to work in a dynamic, international shipboard environment.
• Professional development within the hospitality and marine sectors.