Guest Relations Officer - UGY

About the role

At Celebrity Cruises, the Guest Relations Officer owns each guest interaction, follows up on the guest experience, and delivers seamless premium service that is exceptional and memorable. The role serves as a liaison between guests and the Hotel and Marine Departments, proactively anticipating guest needs and expectations. The officer is accountable for the quality of each personalized guest experience and for the sentiment following each interaction, as well as 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.
• Serve as 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.
• 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 or receptionist employee in a 4- or 5-star hotel.
• Shipboard guest services experience is an advantage.
• Outstanding hospitality, communication, and organizational skills, effective decision-making abilities, and keen attention to detail.

Datos clave

• The role is shipboard employment.
• Requires two to three years of front desk or receptionist experience in a 4- or 5-star hotel.
• Conversational Spanish, Portuguese, Italian, French, or German is preferred.
• Shipboard guest services experience is an advantage.