Guest Relations Officer

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 serves as a liaison between guests and Hotel and Marine Departments, proactively anticipating guest needs and expectations. The role is accountable for personalized guest experience and the orderliness, emergency preparedness and efficacy of stateroom services.

Responsibilities

• Take ownership and accountability of guest interactions and guest sentiment following each interaction.
• Maintain professionalism and emergency preparedness within stateroom services, supporting the operation in resolving elevator and ADA alarms.
• Serve as the brand voice of the ship and Guest Relations for external calls, providing 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.
• Take periodic metrics of data, including guest counts, call volume, call content and guest and crew call behavioral analysis.
• Readily communicate inventory and program information.

Requirements

• Ability to speak English clearly, distinctly and cordially with guests.
• Additional language ability is preferred, including conversational proficiency in Spanish, Portuguese, Italian, French or German.
• 2-3 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.

Datos clave

• The role includes personalized guest service and responding to escalated guest concerns.
• English communication ability is required; conversational proficiency in additional languages is preferred.
• 2-3 years of Front Desk/Receptionist experience in a 4- or 5-star hotel is required.
• Guest services shipboard experience is an advantage.

Salario estimado

Salario estimado para servicio al cliente en El Salvador: USD 390 - 700 al mes, según 13 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.