Guest Relations Officer - ITA

Celebrity Cruises; Milano; In loco; EUR 36.000 - 57.000; Tempo pieno

Descrizione del lavoro

Celebrity Cruises is seeking a Junior Guest Relations Officer to be the liaison between guests and all Hotel and Marine Departments, anticipating guest needs and ensuring premium service that is exceptional and memorable.

The role requires outstanding hospitality, communication and organizational skills, with ownership of each guest interaction and the overall guest sentiment and service quality across staterooms and related services.

Competenze

• Proficient in clear English communication.
• Able to converse in additional languages (Italian, Spanish, Portuguese, French or German).
• 2-3 years in Front Desk/Reception in 4- or 5-star hotels is required.
• Experience in guest services on ships is advantageous.

Mansioni

• Maintain professionalism and emergency preparedness in stateroom services.
• Respond to escalated guest concerns in a courteous, empathetic manner.
• Track metrics on guest counts, call volume, and guest/crew interactions.
• Communicate inventory and maintenance requirements for service areas.
• Lead with calm, respectful leadership, ensuring orderly guest and crew areas.

Conoscenze

English fluency

Multilingual

Front desk experience

Guest services shipboard

Formazione

2-3 years front desk experience in luxury hotel

Descrizione del lavoro

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:

• 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.