Guest Relations Officer - BLV

About the role

The Guest Relations Officer owns each guest interaction, follows up on the guest experience, and offers seamless execution of premium service that is exceptional and memorable. As part of the Guest Relations team, the officer is the liaison between guests and all Hotel and Marine Departments, proactively anticipating guest needs and expectations.

The role requires outstanding hospitality, communication, organizational, and decision-making skills. The officer is accountable for the quality of each guest’s personalized 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 periodic 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 in Spanish, Portuguese, Italian, French, or German at conversational proficiency.
• 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.
• Shipboard employment.

Datos clave

• Shipboard employment.
• Requires two to three years of Front Desk/Receptionist experience in a 4- or 5-star hotel.
• Guest services shipboard experience is an advantage.
• Additional conversational language skills are preferred in Spanish, Portuguese, Italian, French, or German.