Guest Relations Officer - Portugal - CEL

Celebrity Cruises; Lisboa; Presencial; EUR 16 000 - 24 000; Tempo integral

Resumo da oferta

Celebrity Cruises in Lisbon is seeking a Junior Guest Relations Officer to own guest interactions, coordinating with hotel and marine departments to ensure premium service that is seamless, exceptional and memorable for every guest.

You will anticipate guests’ needs, manage stateroom services, and address guest concerns with professionalism, empathy and a calm, courteous approach in all situations.

Qualificações

• Fluent English with clear, cordial guest communication.
• Conversational abilities in Spanish, Portuguese, Italian, French or German.
• 2–3 years’ front desk/reception experience in a 4- or 5-star hotel.
• Experience in guest services on board ships is an advantage.

Responsabilidades

• Maintain professionalism and emergency preparedness in stateroom services and support elevator/ADA alarms as needed.
• Respond to escalated guest concerns in a courteous, empathetic manner.
• Champion administrative tasks by tracking metrics like guest counts and call volume.
• Readily communicate inventory, program access and maintenance requirements.
• Lead by example with a calm demeanor and uphold cleanliness and orderliness throughout guest and crew areas.

Conhecimentos

English language

Spanish

Portuguese

Italian

French

German

Front Desk/Reception experience

Shipboard guest services

Descrição da oferta de emprego

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.