Guest Services Officer (Shipboard)

About the role

The Guest Services Officer is the primary point of contact for guests aboard the ship, 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 professional presence and emergency preparedness within stateroom services.
• Assist with elevator and ADA alarm resolutions, and serve as the brand voice for external calls.
• Respond to escalated guest concerns with empathy, professionalism, and a solutions‑focused attitude.
• Collect and analyse metrics such as guest counts, call volume, and call content for continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, upholding calm composure, respect for guests and crew, and strict cleanliness standards.

Required profile

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

Required skills

What we offer

• Opportunity to work in a dynamic, international cruise environment.
• Professional development within a renowned hospitality brand.
• Engagement with diverse guests and crew, enhancing cultural competence.