Guest Relations Manager

About the role

The Guest Relations Manager oversees the delivery of premium guest services aboard a luxury international vessel. This role ensures every guest experience is personalized, seamless, and exceeds expectations while coordinating closely with the Hotel Director and other ship departments.

Key responsibilities

• Provide the highest quality guest services, demonstrating genuine concern for guest wellbeing at all times.
• Respond promptly to guest requests, enquiries and complaints, ensuring efficient follow‑up and satisfaction.
• Maintain continuous communication with the Hotel Director and all ship departments.
• Coordinate, organize and supervise front office operations.
• Possess comprehensive knowledge of the ship’s facilities, ports of call and services.
• Organize and lead training sessions for reception team members to develop their knowledge, techniques and service focus.

Required profile

• 2–3 years shipboard experience in a similar role within an international 5‑star luxury establishment.
• Fluent English (verbal and written) with the ability to give and receive instructions clearly.
• Conversational proficiency in at least one additional language (German, French, Spanish or Mandarin).
• Strong interpersonal skills with the ability to lead, motivate and develop a culturally diverse workforce.
• Sensitivity to cultural differences and the ability to work in varied cultural contexts.

Required skills

• Good working knowledge of Microsoft applications.
• Experience with Fidelio hotel operating system.
• Familiarity with other hotel operating systems.