The Guest Relations Officer owns each guest interaction, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations Team, the Guest Relations Officer is the liaison between the guest and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations. The Guest Relations Officer must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Guest Relations Officer is held fully accountable for the quality of their guests’ personalized experience. This individual will take full ownership and accountability of their guest interaction, the guest sentiment following the personalized interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house.
Duties/Responsibilities and Qualifications:
* Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and guest relations for all interactions and calls providing impeccable quality of personalized service to internal and external guests and crew alike.
* Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis.
* Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools.
* Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations.
* Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening.
* As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following company’s standards and takes full ownership of all guest and crew occurrences that require direction and leadership.
* At least 2 yrs of experience in a 4 or 5* hotel as Front desk/Receptionist/Concierge.
* Ability to speak English clearly, distinctly and cordially with guests.
* Ability to speak additional languages preferrably Spanish, Portuguese, Italian, French or German