The Guest Relations Officer owns each guest interaction, follows up on experiences, and offers a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Junior Guest Relations Officer acts as the liaison between guests 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, along with effective decision-making abilities. Paying keen attention to detail, the Junior Guest Relations Officer is fully accountable for the quality of their guests’ personalized experience. This individual will take full ownership of guest interactions, guest sentiment following the interaction, and the orderliness, emergency preparedness, and efficacy of stateroom services.
Responsibilities and Qualifications
* Maintain professionalism and emergency preparedness within stateroom services, supporting operations in resolving elevator and ADA alarms.
* Act as the brand voice of the ship and Guest Relations for external calls, providing impeccable personalized service to internal and external guests and crew.
* Respond to escalated guest concerns in a considerate, professional, and positive manner, showing empathy and active listening.
* Maintain strong administrative skills, including monitoring guest counts, call volume, call content, and behavioral analysis of guest and crew calls.
* Communicate inventory, program access, and maintenance requirements effectively, taking full stewardship of work areas and tools.
* Lead by example with a calm, firm demeanor in all situations, treating all guests and crew with humility and respect.
* Champion cleanliness and orderliness by proper reporting and ownership of areas, and greet all guests and crew following the service philosophy.
* Take full ownership of all occurrences requiring direction and leadership.
Requirements:
* At least 2 years of experience in a 4- or 5-star hotel as Front Desk, Concierge, or Receptionist.
* Ability to speak English clearly, distinctly, and cordially with guests.
* Ability to speak additional languages, preferably Spanish, Portuguese, Italian, French, or German.
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