Guest Relations Manager

About the role

The Guest Relations Manager leads the front‑office team on a luxury cruise ship, ensuring every passenger receives personalized, high‑quality service throughout their journey. Reporting to the Hotel Director, you will act as the primary liaison between guests, crew and other ship departments to maintain an exceptional hospitality experience.

Key responsibilities

• Deliver prompt, courteous responses to all guest requests, enquiries and complaints, following up to guarantee satisfaction.
• Coordinate and supervise daily front‑office operations, including check‑in/out, concierge services and guest communications.
• Maintain up‑to‑date knowledge of ship facilities, ports of call and onboard services to provide accurate information to guests.
• Communicate regularly with the Hotel Director and other department heads to ensure seamless service delivery.
• Plan, organize and lead training sessions for reception staff to continuously improve service standards and product knowledge.

Required profile

• 2‑3 years of shipboard experience in a similar role within an international 5‑star luxury environment.
• Fluent English (both spoken and written) with conversational ability in at least one additional language such as German, French, Spanish or Mandarin.
• Strong cultural awareness and the ability to work effectively with a diverse crew and guest base.
• Proactive problem‑solving attitude and proven leadership skills to motivate and develop a multicultural team.

Required skills

• Proficient use of Microsoft Office applications.
• Working knowledge of Fidelio and other hotel operating systems.