Guest Relations Officer

The Guest Relations Officer owns each guest interaction, follows up on experiences, and ensures the seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Junior Guest Relations Officer acts as the liaison between guests 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, along with effective decision-making abilities. Paying keen attention to detail, the Junior Guest Relations Officer is fully accountable for the quality of their guests’ personalized experiences. This individual will take full ownership and accountability of guest interactions, guest sentiment following the interaction, and the orderliness, emergency preparedness, and efficacy of stateroom services.

Duties / Responsibilities and Qualifications :

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services, supporting operations in resolving elevator and ADA alarms, acting as 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.
• Respond to escalated guest concerns in an upscale, considerate, professional, and positive manner, showing empathy and actively listening.
• Demonstrate strong administrative skills by tracking metrics such as guest counts, call volume, call content, and behavioral analysis of guest and crew calls.
• Communicate inventory, program access, and maintenance requirements effectively, taking full stewardship of work areas and tools.
• Lead by example as an officer by maintaining a calm, firm demeanor in all situations, treating all guests and crew with humility and respect, championing cleanliness and orderliness, and taking ownership of all occurrences requiring direction and leadership.
• Possess at least 2 years of experience in a 4- or 5-star hotel as a Front Desk, Concierge, or Receptionist.
• Be able to speak English clearly, distinctly, and cordially with guests.
• Ability to speak additional languages, preferably Spanish, Portuguese, Italian, French, or German.