Guest Services Officer - CHL

About the role

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

The role calls for outstanding hospitality, communication, organizational and decision-making skills, as well as close attention to detail. The officer is accountable for the quality of guests’ 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.
• Be 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 strong administrative skills and periodically measure data such as 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 skills are preferred: Spanish, Portuguese, Italian, French or German at conversational proficiency.
• Two to three years of background experience as a front desk agent or receptionist in a four- or five-star hotel.
• Shipboard guest services experience is an advantage.
• Shipboard employment type.

Datos clave

• Ability to speak English clearly, distinctly and cordially with guests.
• Spanish, Portuguese, Italian, French or German at conversational proficiency is preferred.
• Two to three years of front desk or receptionist experience in a four- or five-star hotel.
• Shipboard guest services experience is an advantage.
• The source lists shipboard employment type.

Salario estimado

Salario estimado para servicio al cliente en Chile: CLP 410.000 - 640.000 al mes, según 10 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.