Guest Relations Officer - ITA

Celebrity Cruises; Milano; On-site; EUR 24,000 - 42,000; Full time

Job summary

Celebrity Cruises seeks a Junior Guest Relations Officer to act as the liaison between guests and all Hotel and Marine Departments, ensuring a premium and memorable service experience onboard. The role emphasizes anticipating guest needs, delivering impeccable interactions, and maintaining high standards of professionalism across all areas of guest contact.

The Officer will own guest interactions, monitor sentiment, and ensure orderly stateroom services with readiness for emergencies, while

Qualifications

• 2–3 years front desk/receptionist experience in a 4- or 5-star hotel
• Shipboard guest services experience is an advantage
• Ability to speak English clearly; additional languages preferred (Spanish, Portuguese, Italian, French, or German)

Responsibilities

• Maintain professionalism and emergency preparedness in stateroom services and assist with elevator/ADA alarms
• Respond to escalated guest concerns in a courteous, professional manner
• Collect and analyze guest-related metrics such as counts and call data
• Communicate inventory, program access and maintenance requirements clearly
• Lead by example as an Officer with calm, respectful behavior and strong guest/crew relations

Skills

Hospitality

Communication

Organizational skills

Decision making

Attention to detail

Guest interactions

English proficiency

Spanish

Portuguese

Italian

French

German

Front desk experience

Hotel industry experience

Shipboard experience

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:

• 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.