Guest Relations Officer - MEX

About the role

The Guest Relations Officer owns guest interactions and follow-up, offering seamless, exceptional, and memorable premium service. As part of the Guest Relations team, the officer liaises between guests and all Hotel and Marine Departments, proactively anticipating guest needs and expectations.

The role requires outstanding hospitality, communication, and organizational skills, effective decision-making, and keen attention to detail. 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 brand voice of the ship and Guest Relations for external calls.
• Provide impeccable 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.
• Use administrative skills to periodically track metrics such as guest counts, call volume, call content, and guest and crew call behavioral analysis.

Requirements

• Shipboard employment.
• Ability to speak English clearly, distinctly, and cordially with guests.
• Additional languages are preferred: Spanish, Portuguese, Italian, French, or German, with conversational proficiency.
• Two to three years of background experience as a Front Desk/Receptionist in a four- or five-star hotel.
• Guest services shipboard experience is an advantage.

Datos clave

• Shipboard employment.
• Requires English communication skills and two to three years of Front Desk/Receptionist experience in a four- or five-star hotel.
• Guest services shipboard experience is an advantage.

Salario estimado

Salario estimado para servicio al cliente en México: MXN 6.650 - 13.500 al mes, según 71 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.