Guest Relations Officer - UK

Celebrity Cruises; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading cruise line based in Manchester is hiring a Guest Relations Officer. This role involves managing guest interactions and ensuring an exceptional experience. The ideal candidate will possess hospitality and communication skills, with a background in front desk or equivalent roles. Responsibilities include addressing guest concerns, maintaining professionalism, and working proactively with various departments to meet guest expectations. Knowledge of additional languages is preferred, enhancing the guest experience.

Qualifications

• 2-3 years background experience as Front Desk/Receptionist in a 4 or 5-star hotel.
• Guest services shipboard experience is an advantage.
• Ability to effectively communicate in English.

Responsibilities

• Maintain professionalism and emergency preparedness within stateroom services.
• Respond to escalated guest concerns in a positive manner.
• Communicate inventory and maintenance requirements by managing work areas.
• Lead by example and treat all guests and crew with respect.

Skills

Outstanding hospitality skills

Communication skills

Organizational skills

Decision-making abilities

Attention to detail

Ability to speak additional languages

Job description

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

• SHIPBOARD Employment type.
• 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.