JR Guest Relations Officer - SPN

Celebrity Cruises; Madrid; On-site; EUR 25,000 - 35,000; Full time

Job summary

A leading cruise line is looking for a Junior Guest Relations Officer in Madrid, Spain. The role involves owning guest interactions, ensuring a seamless service experience. Candidates should have 1-2 years in a guest service role, preferably in a luxury hotel. Proficiency in English and additional languages such as Spanish or French is preferred. The position demands excellent hospitality, communication, and organizational skills to enhance guest satisfaction. This is a unique opportunity to work in a dynamic environment, ensuring each guest's experience is exceptional.

Qualifications

• 1-2 years experience as Front Desk/Receptionist in a 4 or 5 star hotel.
• Ability to speak English clearly and distinctly.
• Proficiency in additional languages, preferably Spanish, Portuguese, Italian, French, or German.
• Guest Services shipboard experience is an advantage.

Responsibilities

• Maintain professionalism and emergency preparedness within stateroom services.
• Respond to escalated guest concerns in a considerate and professional manner.
• Take periodic metrics of guest counts and call volume.
• Communicate inventory and program access requirements.
• Lead by example in maintaining cleanliness and orderliness.

Skills

Outstanding hospitality

Communication

Organizational skills

Decision-making

Attention to detail

Empathy

Administrative skills

Job description

The Junior 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 Junior 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

• 1-2 yrs experience as Front Desk/Receptionist in a 4 or 5 * hotel.
• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to speak additional languages preferably Spanish, Portuguese, Italian, French or German
• 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.