Guest Services Officer (Japanese Speaking)

Princess Cruises; New York (NY); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary package

Private cabin onboard

Company-paid travel to and from the ship

Access to exclusive areas and benefits

Vibrant recreation and welfare programme

Learning and development opportunities

Travel the world

Inclusive and dynamic work environment

Job summary

Princess Cruises is looking for a Guest Services Officer fluent in Japanese to assist daily operational inquiries from passengers. This role requires a strong commitment to customer service and the ability to communicate effectively in both English and Japanese.

The ideal candidate will have at least 1 year of experience in front desk operations at a hotel or cruise ship. You will ensure passenger issues are handled with care while contributing to a dynamic work environment.

Qualifications

• At least 1 year experience as a Front Desk Receptionist from 4 or 5 star hotels/resorts or cruise ships.
• Good command of the English and Japanese languages, both verbal and written.

Responsibilities

• Assist Guest Services teams with daily operational inquiries from Japanese-speaking passengers.
• Address passenger inquiries regarding onboard amenities and services.
• Take ownership of passenger complaints and follow up accordingly.

Skills

Customer service excellence

Fluent in Japanese

Fluent in English

Computer proficiency

Education

Graduate of a recognized hotel or business school

Tools

M/S Office

Outlook

Web Browsers

Job description

Guest Services Officer – (Japanese Speaking)

Department: Guest Svc

Employment Type: Fixed Term Contract

Location: Global

Key Responsibilities

• Consistently assists the Guest Services teams with daily operational inquiries from Japanese‑speaking passengers.
• Provides a positive first impression to every passenger and staff member through a warm, welcoming greeting.
• Maintains high visibility during published desk hours, socializing with passengers, answering general inquiries, and providing support to all passengers, with a particular focus on Japanese‑speaking passengers.
• Promptly and meaningfully addresses and acts upon all passenger inquiries regarding onboard amenities and services, with a focus on Japanese‑speaking passengers.
• Ensures all complaints from non‑English‑speaking passengers are listened to with empathy and understood, showing genuine interest at all times.
• Takes ownership of each complaint, following up with the passenger in question. Accurately lists specific details of the resolution when updating the Passenger in Focus file, and keeps the Guest Relations Manager informed at all times.
• Always provides the Guest Services teams with information, translated documents, and other tools to assist Japanese‑speaking passengers.
• Always holds daily desk hours as published or as directed by the Guest Services Director.

Skills, Knowledge & Expertise

• At least 1 year experience as Front Desk Receptionists from 4 or 5 star hotels/resorts or cruise ships.
• Graduate of a recognized hotel or business school (preferred).
• Proficiency in the use of computer‑based programmes (M/S Office, Outlook, various Web Browsers).
• Good command of the English language, both verbal and written.
• Good command of the Japanese language, both verbal and written.

Personal Characteristics

• Understanding of the foundation of customer service; ability and willingness to excel in delivering outstanding service to our passengers.
• Motivation to excel in all aspects of job duties and responsibilities.
• Personable communicator with outstanding social skills and a warm, friendly, and caring personality.
• Willingness to embrace all Company Core Values and lead by example.
• Commitment to establish and maintain courteous and professional working relationships in a diverse cultural environment.
• Commitment to creatively and conscientiously resolve passenger issues, display and deliver genuine care to our passengers and staff, and continuously surprise and delight passengers.
• Ability to adapt and adjust to a variety of circumstances.

Job Benefits

• A competitive salary package.
• Your own comfortable double cabin – your private space to relax and recharge.
• Company‑paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare programme designed to support your well‑being and work‑life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.