Guest Relations Officer - ARG

Celebrity Cruises; Buenos Aires; Presencial; ARS 54.470.000 - 90.783.000; Jornada completa

Descripción de la vacante

Celebrity Cruises is seeking a Junior Guest Relations Officer to act as the liaison between guests and all Hotel and Marine Departments, proactively anticipating needs and ensuring seamless, premium service that is memorable.

You will own each guest interaction, monitor guest sentiment, and take responsibility for the quality and orderliness of stateroom services, escalating concerns with empathy and professionalism.

Formación

• Fluent English spoken clearly, distinctly and cordially with guests.
• Additional languages preferred (Spanish, Portuguese, Italian, French or German).
• 2–3 years background experience as Front Desk/Receptionist in a 4 or 5* hotel.
• Guest services shipboard experience is an advantage.

Responsabilidades

• Maintains professionalism and emergency preparedness within stateroom services, supporting operations and ensuring quality guest experiences.
• Responds to escalated guest concerns in a courteous, empathetic and professional manner.
• Tracks metrics such as guest counts and call volumes to improve service delivery.
• Manages inventory, program access and maintenance needs with clear ownership of work areas.
• Leads by example with calm, respectful service and thorough ownership of guest and crew interactions.

Conocimientos

English fluency

Multilingual skills

Front desk experience

Shipboard guest services advantage

Descripción del empleo

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.