Guest Relations Officer - UK

Royal Caribbean Group; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading cruise line company in London seeks an experienced Front Desk Manager to oversee guest services and maintain high standards of service. The ideal candidate should have at least 4 years of experience in a hotel management role, managing significant guest numbers, and supervising team members. Strong administrative skills and ability to resolve guest concerns are essential. Additional language skills are preferred.

Qualifications

• Minimum of 4 years experience as Front Desk Manager or General Manager in a boutique or 4–5-star hotel.
• Proven ability to supervise 30+ team members.
• Willingness to work under pressure.

Responsibilities

• Maintain professionalism and emergency preparedness at the Front Desk.
• Resolve guest issues effectively and oversee team development.
• Communicate inventory, program access, and maintenance needs clearly.

Skills

Shipboard employment

Managing over 100 guests in a hotel

Supervising team members in Guest Services

Additional language skills (Spanish, Italian, Portuguese, French, German)

Job description

Qualifications:

• Shipboard employment
• Minimum of 4 years of experience in a Front Desk Managerial or General Manager position in a boutique or 4–5-star hotel
• Experience managing over 100 guests in a 4–5-star hotel environment
• Proven ability to supervise 30+ team members in Guest Services
• Willingness to work under pressure
• Additional language skills such as Spanish, Italian, Portuguese, French, or German preferred (Conversational proficiency)

Essential Duties & Responsibilities:

• Perform duties in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, health guidelines, KPIs, and safety policies
• Maintain professionalism and emergency preparedness at the Front Desk, representing the brand and providing personalized service to guests and crew
• Resolve issues effectively, oversee team development, and ensure guest satisfaction and financial performance
• Maintain strong administrative skills, including data metrics and behavioral analysis
• Communicate inventory, program access, and maintenance needs clearly
• Ensure accuracy and attention to detail in all transactions, especially financial
• Handle escalated guest concerns professionally, with empathy and active listening