Guest Relations Officer - POR

Celebrity Cruises; Lisboa; On-site; EUR 27,000 - 45,000; Full time

Job summary

Celebrity Cruises is seeking a Front Desk/Guest Relations Officer to be onboard. The role requires clear English and conversational skills in additional languages (Spanish, Portuguese, Italian, French, or German).

2–3 years of Front Desk/Receptionist experience in a 4-5 star hotel is expected, and shipboard guest services experience is a plus. The successful candidate will maintain professionalism, handle escalations, and support guest relations across ship operations with a customer-centric

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.

Responsibilities

• Maintains a constant presence of professionalism and guest relations support, addressing issues and serving as the ship's brand voice for external calls.
• Responds to escalated guest concerns in a courteous, empathetic and professional manner.
• Champions administrative tasks and tracks metrics such as guest counts and call volumes.
• Communicates inventory, program access and maintenance needs while owning work areas and tools.
• As an Officer, leads with calm composure, greets all guests and crew, and reports incidents with ownership and direction.

Skills

English proficiency

Spanish

Portuguese

Italian

French

German

Education

Front desk experience

Job description

• 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.