Guest Relations Officer (Shipboard)

About the role

The Guest Relations Officer is the primary point of contact for every guest aboard the vessel, ensuring a seamless, premium experience from arrival to departure. Working within the Guest Relations team, you will act as the liaison between guests and all hotel and marine departments, proactively anticipating needs and delivering memorable service.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services.
• Resolve elevator and ADA alarms, act as the brand voice for external calls, and provide personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, active listening, and a positive attitude.
• Collect and analyse metrics such as guest counts, call volume, and call content.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, uphold cleanliness, orderliness, and calm composure in all situations.

Required profile

• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard experience in guest services is an advantage.
• Fluent English with clear, courteous communication.
• Conversational proficiency in one or more of Spanish, Portuguese, Italian, French or German.

Required skills

What we offer

• Opportunity to work in a dynamic, international cruise environment.
• Professional development within the hospitality and marine sectors.