Jr Guest Relations Officer - Spn

buscojobs España; Madrid; Presencial; EUR 20.000 - 30.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Junior Guest Relations Officer to enhance guest experiences through exceptional service and communication. This role involves acting as a liaison between guests and various departments, ensuring every interaction is memorable. The ideal candidate will possess strong organizational and decision-making skills, with a keen eye for detail. By maintaining professionalism and empathy in all guest interactions, you will play a crucial role in delivering top-notch hospitality. If you are passionate about creating memorable experiences and thrive in a dynamic environment, this opportunity is perfect for you.

Formación

• Outstanding hospitality and communication skills are essential.
• Ability to manage guest interactions with empathy and professionalism.

Responsabilidades

• Maintain professionalism and emergency preparedness in stateroom services.
• Respond to escalated guest concerns with empathy and active listening.
• Track metrics related to guest interactions and service quality.

Conocimientos

Hospitality

Communication Skills

Organizational Skills

Decision-Making

Attention to Detail

Empathy

Active Listening

Educación

High School Diploma

Bachelor's Degree in Hospitality Management

Descripción del empleo

The Junior Guest Relations Officer owns each guest interaction, follows up on experiences, and offers 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 needs and expectations. The role requires 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 personalized guest experiences. This individual takes full ownership of guest interactions, guest sentiment, 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, serve 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 a considerate, professional, and positive manner, demonstrating empathy and active listening.
• Exhibit strong administrative skills by tracking metrics 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, and taking ownership of all occurrences requiring leadership and direction.
• Speak English clearly, distinctly, and cordially with guests.
• Ability to speak additional languages, preferably Spanish, Portuguese, Italian, French, or German, is preferred.