Premium Guest Experience Officer

Celebrity Cruises; Brussel Hoofdstad; On-site; EUR 49,000 - 67,000; Full time

Job summary

Celebrity Cruises seeks a Junior Guest Relations Officer who interfaces between guests and hotel and marine departments to ensure premium, memorable service. The role emphasizes professionalism, empathy, and proactive guest care, with ownership over guest interactions and outcomes.

The officer will maintain brand voice, respond to escalations, and manage guest sentiment data while ensuring orderly stateroom services and incident reporting across guest areas.

Qualifications

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

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.

Skills

English fluency

Spanish

Portuguese

Italian

French

German

Front Desk Experience

Job description

Celebrity Cruises seeks a Junior Guest Relations Officer who interfaces between guests and hotel and marine departments to ensure premium, memorable service. The role emphasizes professionalism, empathy, and proactive guest care, with ownership over guest interactions and outcomes.

The officer will maintain brand voice, respond to escalations, and manage guest sentiment data while ensuring orderly stateroom services and incident reporting across guest areas.