Guest Relations Officer

About the role

The Guest Relations Officer owns each guest interaction, follows up on the guest experience and delivers seamless premium service that is exceptional and memorable. As part of the Guest Relations team, this role liaises between guests and Hotel and Marine Departments, proactively anticipating guest needs and expectations. The officer is accountable for the quality of each personalized guest experience, guest sentiment following interactions, and the orderliness, emergency preparedness and efficacy of stateroom services.

Responsibilities

• Maintain professionalism and emergency preparedness within stateroom services.
• Support the operation in resolving elevator and ADA alarms.
• Represent the ship and Guest Relations on external calls.
• Provide 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.
• Track metrics including guest counts, call volume, call content, and guest and crew call behavioral analysis.
• Communicate inventory and program information.

Requirements

• Ability to speak English clearly, distinctly and cordially with guests.
• Additional language skills are preferred: conversational Spanish, Portuguese, Italian, French or German.
• Two to three years of background experience as a Front Desk/Receptionist in a 4- or 5-star hotel.
• Guest services shipboard experience is an advantage.
• Outstanding hospitality, communication and organizational skills, effective decision-making abilities, and keen attention to detail.
• Shipboard employment.

Datos clave

• Shipboard employment.
• Requires English communication skills and 2–3 years of Front Desk/Receptionist experience in a 4- or 5-star hotel.
• Conversational Spanish, Portuguese, Italian, French or German is preferred.
• Guest services shipboard experience is an advantage.

Salario estimado

Salario estimado para servicio al cliente en Perú: PEN 1.150 - 1.500 al mes, según 146 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.