Guest Relations Officer - MEX

Celebrity Cruises; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading cruise company in Mexico is seeking a Junior Guest Relations Officer responsible for exceptional guest interactions and seamless service. Ideal candidates should have 2-3 years of experience in guest services within a 4 or 5-star hotel and be able to communicate fluently in English, with additional languages being a plus. This role requires strong administrative skills and a commitment to professionalism.

Formación

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

Responsabilidades

• Maintain professionalism and emergency preparedness in stateroom services.
• Respond to escalated guest concerns in a positive manner.
• Communicate inventory, program access and maintenance requirements.

Conocimientos

English language proficiency

Spanish language proficiency

Spanish, Portuguese, Italian, French or German (Conversational Proficiency)

Descripción del empleo

Overview

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.

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.