Jr Guest Relations Officer - Spn

buscojobs España; País Vasco; Presencial; EUR 24.000 - 30.000; Jornada completa

Descripción de la vacante

A leading hospitality company is seeking a Junior Guest Relations Officer to enhance guest experiences aboard. This role requires excellent communication and organizational skills, with responsibilities including managing guest interactions and ensuring service quality. Candidates should be proactive and detail-oriented, with a passion for delivering exceptional service.

Formación

• Outstanding hospitality, communication, and organizational skills.
• Effective decision-making abilities.
• Fluency in English; additional languages preferred.

Responsabilidades

• Maintain professionalism and emergency preparedness in stateroom services.
• Respond to escalated guest concerns positively and professionally.
• Monitor guest metrics and communicate effectively with the team.

Conocimientos

Hospitality

Communication

Organizational skills

Decision-making

Attention to detail

Descripción del empleo

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

The Junior Guest Relations Officer must possess outstanding hospitality, communication, and organizational skills, along with effective decision-making abilities. Paying keen attention to detail, they are fully accountable for the quality of personalized guest experiences. This individual will take full ownership of guest interactions, guest sentiment following interactions, and the orderliness, emergency preparedness, and efficacy of stateroom services.

Essential duties and responsibilities:

1. Maintain professionalism and emergency preparedness within stateroom services, supporting operations in resolving elevator and ADA alarms, serving as the brand voice of the ship and Guest Relations for external calls, and providing impeccable personalized service to guests and crew.
2. Respond to escalated guest concerns in an upscale, considerate, professional, and positive manner, demonstrating empathy and active listening.
3. Champion strong administrative skills by monitoring metrics such as guest counts, call volume, call content, and behavioral analysis of guests and crew.
4. Communicate inventory, program access, and maintenance requirements effectively by taking full stewardship of work areas and tools.
5. Lead by example as an officer by maintaining a calm, firm demeanor in all situations, treating all guests and crew with humility and respect, championing cleanliness and orderliness, greeting all guests and crew following the service philosophy, and taking ownership of all occurrences requiring leadership.
6. Speak English clearly, distinctly, and cordially with guests. Additional language skills in Spanish, Portuguese, Italian, French, or German are preferred.