Guest Relations Officer - UGY

About the role

The Guest Relations Officer owns guest interactions and follows up on the guest experience, delivering seamless, exceptional and memorable premium service. As part of the Guest Relations team, the officer liaises between guests and 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.
• 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.
• Take 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 languages are preferred: 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

• The role liaises between guests and Hotel and Marine Departments.
• English speaking ability is required; additional listed languages are preferred.
• Two to three years of Front Desk/Receptionist experience in a 4- or 5-star hotel is required.
• Guest services shipboard experience is an advantage.