Guest Services Officer (Shipboard)

About the role

The Guest Services Officer is the primary liaison between guests and all hotel and marine departments on board. You will own every guest interaction, ensuring a seamless, premium experience that is both exceptional and memorable.

Key responsibilities

• Maintain a constant presence of professionalism and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Act as the brand voice for external calls and provide impeccable, personalized service to guests and crew.
• 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.
• Communicate inventory, program access, and maintenance needs, taking stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all guests and crew with respect, and ensuring cleanliness and orderliness throughout the ship.

Required profile

• 2‑3 years of front‑desk or receptionist experience in a 4‑ or 5‑star hotel.
• Shipboard guest services experience is an advantage.
• Outstanding hospitality, communication, organizational, and decision‑making abilities.
• Strong attention to detail and accountability for guest sentiment.
• Clear, cordial English speaking ability; conversational proficiency in Spanish, Portuguese, Italian, French or German is preferred.

Required skills

• Fluent English communication.
• Conversational proficiency in at least one additional language (optional).
• Front‑desk operations and guest‑relations expertise.
• Basic emergency response awareness.