Guest Experience Lead

Celebrity Cruises; England; On-site; GBP 22,000 - 34,000; Full time

Job summary

Celebrity Cruises is seeking a Junior Guest Relations Officer to own guest interactions and ensure premium service across the ship, liaising between guests and hotel and marine departments to anticipate needs and deliver a seamless, memorable experience.

The role requires outstanding hospitality, communication and organizational skills, plus decisive, empathetic judgment. You will uphold the ship's service philosophy in all guest and crew interactions.

Qualifications

• Speak English clearly, distinctly and cordially.
• Conversational proficiency in Spanish, Portuguese, Italian, French or German.
• 2–3 years’ background as Front Desk/Receptionist in a 4 or 5-star hotel.
• Guest services shipboard experience is an advantage.

Responsibilities

• Maintains a constant professionalism and emergency preparedness within stateroom services and support.
• Responds to escalated guest concerns in a courteous, professional manner.
• Gathers metrics on guest counts, call volume and feedback for analysis.
• Communicates inventory and maintenance needs for guest programs and access.
• Leads by example with calm composure, ensures cleanliness and order across guest areas.

Skills

English fluency

Additional languages

Guest services experience

Job description

Celebrity Cruises is seeking a Junior Guest Relations Officer to own guest interactions and ensure premium service across the ship, liaising between guests and hotel and marine departments to anticipate needs and deliver a seamless, memorable experience.

The role requires outstanding hospitality, communication and organizational skills, plus decisive, empathetic judgment. You will uphold the ship's service philosophy in all guest and crew interactions.