JR Guest Relations Officer - SPN

Royal Caribbean Group; Murcia; Presencial; EUR 24.000 - 30.000; Jornada completa

Descripción de la vacante

A leading cruise line is seeking a Junior Guest Relations Officer to enhance guest experiences through exceptional service. The role involves acting as a liaison between guests and hotel departments, ensuring every interaction is memorable. Candidates should possess strong communication skills and the ability to speak multiple languages, with a focus on hospitality and guest satisfaction.

Formación

• Outstanding hospitality and communication skills.
• Effective decision-making abilities.
• Ability to speak additional languages (Spanish, Portuguese, Italian, French, or German) preferred.

Responsabilidades

• Maintain professionalism and emergency preparedness within stateroom services.
• Respond to escalated guest concerns in a positive manner.
• Demonstrate strong administrative skills by tracking guest data.

Conocimientos

Hospitality

Communication

Organizational Skills

Decision-Making

Attention to Detail

Empathy

Active Listening

Descripción del empleo

The Junior Guest Relations Officer owns each guest interaction, follows up on experiences, 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 the guest and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations. The officer must possess outstanding hospitality, communication, and organizational skills, along with effective decision-making abilities. Paying keen attention to detail, the Junior Guest Relations Officer is fully accountable for the quality of each guest’s personalized experience. This individual will take full ownership and accountability of guest interactions, guest sentiment following these interactions, and the orderliness, emergency preparedness, and efficacy of stateroom services.

Essential duties and responsibilities :

• Maintain professionalism and emergency preparedness within stateroom services, support operations in resolving elevator and ADA alarms, act as the brand voice of the ship and Guest Relations for external calls, and provide impeccable personalized service to internal and external guests and crew.
• Respond to escalated guest concerns in an upscale, considerate, professional, and positive manner, showing empathy and active listening.
• Demonstrate strong administrative skills by periodically tracking data such as guest counts, call volume, call content, and behavioral analysis of guests and crew.
• Communicate inventory, program access, and maintenance requirements effectively, taking full stewardship of work areas and tools.
• 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 through proper reporting and ownership, greeting all guests and crew following the service philosophy, and taking full ownership of occurrences requiring leadership.
• Speak English clearly, distinctly, and cordially with guests.
• Ability to speak additional languages, preferably Spanish, Portuguese, Italian, French, or German.