Guest Relations Officer – Shipboard (Spain)

About the role

The Guest Relations 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, this junior‑level role bridges guests with 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, including handling elevator and ADA alarms.
• Serve as the brand voice for external calls, providing 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 for continuous improvement.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, upholding calm composure, respect, cleanliness, and orderliness across all guest and crew areas.

Required profile

• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Excellent hospitality, communication, and organizational abilities.
• Ability to speak clear, cordial English; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• Shipboard guest services experience is an advantage.
• Strong decision‑making skills and meticulous attention to detail.

Required skills