JR Guest Relations Officer - POR

Celebrity Cruises; Lisboa; On-site; EUR 18,000 - 32,000; Full time

Job summary

Celebrity Cruises invites a Junior Guest Relations Officer to own every guest interaction and ensure premium, memorable service across the ship.

As part of the Guest Relations team, you will liaison between guests and Hotel and Marine Departments, anticipate needs, and consistently deliver impeccable personalized experiences with professionalism and calm under pressure.

Qualifications

• 1-2 yrs front desk/receptionist experience in a 4 or 5 * hotel.
• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to speak additional languages preferably Spanish, Portuguese, Italian, French or German.

Responsibilities

• Maintains professionalism and emergency preparedness within stateroom services and supports operation.
• Responds to escalated guest concerns in a courteous and empathetic manner.
• Captures metrics like guest counts, call volume and guest/crew interactions.
• Communicates inventory, access and maintenance requirements clearly.
• Leads by example with calm composure, respect all guests and crew, and upholds service standards.

Skills

Front Desk experience

Guest services experience

English proficiency

Multilingual capability

Job description

The Junior 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 Junior 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:

• 1-2 yrs experience as Front Desk/Receptionist in a 4 or 5 * hotel.
• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to speak additional languages preferably Spanish, Portuguese, Italian, French or German
• 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.