Guest Relations Officer - ARG

Celebrity Cruises; Buenos Aires; On-site; ARS 45,476,000 - 90,952,000; Full time

Job summary

Celebrity Cruises is seeking a Junior Guest Relations Officer to act as the liaison between guests and hotel/marine departments, ensuring a seamless and premium service experience onboard. You will anticipate guest needs, own guest interactions and uphold the ship’s service standards.

Qualifications include 2–3 years of front desk/receptionist experience in a 4- or 5-star hotel, with English fluency and conversational ability in Spanish, Portuguese, Italian, French or German.

Qualifications

• Outstanding hospitality, communication and organizational skills.
• Effective decision-making abilities.
• Keen attention to detail in guest interactions.

Responsibilities

• Maintains professionalism and emergency preparedness in stateroom services.
• Responds to escalated guest concerns in a courteous, professional manner.
• Tracks guest metrics such as counts, call volume and sentiment.
• Manages inventory, program access and maintenance needs for guest areas.
• Leads by example with calm composure and upholds service philosophy.

Skills

Hospitality

Communication

Organizational skills

Decision-making

Attention to detail

Job description

The Guest Relations Officer owns each guest interaction, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Junior Guest Relations Officer is the liaison between the guest and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations.

The Guest Relations Officer must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Junior Guest Relations Officer is held fully accountable for the quality of their guests’ personalized experience. This individual will take full ownership and accountability of their guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of stateroom services.

Qualifications:

• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to speak additional languages preferably Spanish, Portuguese, Italian, French or German (Conversational Proficiency).
• 2-3 yrs background experience as Front Desk/Receptionist in a 4 or 5 * Hotel.
• Guest services shipboard experience is an advantage.

Essential duties and responsibilities:

• Maintains a constant presence of professionalism and emergency preparedness within stateroom services, supporting the operation in resolving elevator and ADA alarms, being the brand voice of the ship and Guest Relations for external calls and providing impeccable quality of personalized service to internal and external guests and crew alike
• Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening
• Championing strong administrative skills, taking periodic metrics of data such as guest counts, call volume, call content and guest and crew call behavioral analysis
• Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools
• As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following service philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership.