Guest Relations Officer - Spain

Celebrity Cruises; Madrid; Presencial; EUR 20.000 - 30.000; Jornada completa

Descripción de la vacante

Celebrity Cruises seeks a Junior Guest Relations Officer to bridge guests with hotel and marine departments, delivering premium, memorable service and proactively anticipating needs. You will own guest interactions, monitor sentiment, and ensure orderly stateroom services with strong attention to safety and readiness.

Must have outstanding hospitality, communication and organizational skills, with 2-3 years in a Front Desk role at a 4- or 5-star property; shipboard guest services experience is a

Formación

• Outstanding hospitality, communication and organizational skills.
• Ability to speak English clearly and cordially with guests.
• Experience in high-end hotel or shipboard guest services is a plus.

Responsabilidades

• Maintains professionalism and emergency preparedness within stateroom services.
• Responds to escalated guest concerns in a considerate and empathetic manner.
• Gleans metrics such as guest counts and call content for service analysis.
• Communicates inventory, program access and maintenance needs for operations.
• Leads by example with calm leadership and upholds cleanliness and order on board.

Conocimientos

English proficiency

Multilingual ability

Customer service mindset

Communication skills

Organizational skills

Educación

2-3 years Front Desk experience in 4-5 star hotel

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.