Guest Relations Officer

KEY RESPONSIBILITIES

The Guest Relations Officer owns each guest interaction, follows up on experience and offers 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 the house.

• All duties and responsibilities are to be performed following Company service standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, and environmental and safety policies in any area of the ship required.
• Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of the 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 data metrics 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.

QUALIFICATIONS AND EDUCATION

• Minimum of two (2) years guest-facing service experience in a luxury environment.
• Combination of education equivalent to a high school diploma or any other source of education, training, or experience that provides the required knowledge, skills, and abilities.
• Confident, well-groomed appearance with a warm and welcoming demeanor.
• Strong emotional intelligence is required with resourceful thinking and a working knowledge of conflict resolution.
• Ability to fulfill the above-mentioned Key Responsibilities and all reasonable company requests. 

LANGUAGE REQUIREMENTS

• Ability to speak English clearly, distinctly, and cordially with guests.
• Ability to read and write English to understand and interpret written procedures. This includes the ability to give and receive written and verbal instructions, effectively present information, and respond to questions from guests, supervisors, and co-workers.
• Ability to speak additional languages such as Spanish, French, or German preferred.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the shipboard employee is regularly required to stand for prolonged periods using computer systems; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must continually lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal, and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats.