Guest Relations Officer

About the role

The Guest Relations Officer owns each guest interaction, follows up on experience and ensures seamless execution of premium service that is exceptional and memorable. As part of the Guest Relations team, the Junior Guest Relations Officer acts as liaison between guests and all Hotel and Marine Departments, proactively anticipating needs and expectations.

Key responsibilities

• Maintain professionalism and emergency preparedness within stateroom services, support the operation in resolving elevator and ADA alarms, act as the brand voice for external calls, and provide personalized service to guests and crew.
• Respond to escalated guest concerns in an upscale, considerate, and professional manner, showing empathy and active listening.
• Champion strong administrative skills by tracking metrics such as guest counts, call volume, call content, and conducting behavioral analysis.
• 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 humility and respect, championing cleanliness and orderliness, greeting everyone, and taking ownership of occurrences that require direction and leadership.

Required profile

• Clear, courteous English communication skills.
• Conversational proficiency in additional languages (e.g., Spanish, Portuguese, Italian, French, German).
• 2–3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Prior guest services experience on a ship is an advantage.