Guest Services Officer – Shipboard

About the role

The Guest Services Officer is the primary point of contact for guests aboard the vessel, ensuring every interaction is seamless, memorable, and aligned with premium service standards. Working within the Guest Relations team, you will act as the liaison between guests and all hotel and marine departments, proactively anticipating needs and delivering personalized experiences.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services.
• Resolve elevator and ADA alarms, act as the brand voice for external calls, and provide high‑quality service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and decisive action.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking full stewardship of work areas and tools.
• Lead by example, upholding calm composure, humility, respect, and cleanliness across all guest and crew areas.

Required profile

• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is a plus.
• Fluent English with clear, cordial communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is preferred.
• Outstanding hospitality, communication, organizational, and decision‑making abilities.
• Strong attention to detail and accountability for guest satisfaction.

Required skills

What we offer

• Opportunity to work in a dynamic, international shipboard environment.
• Professional development within the hospitality and cruise industry.