Guest Relations Officer – Shipboard (China)

About the role

We are seeking a Guest Relations Officer to join our shipboard team serving guests traveling to China. The role combines front‑desk expertise with the unique demands of a cruise environment, ensuring every guest and crew member receives attentive, personalized service.

Key responsibilities

• Maintain a professional presence and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Act as the brand voice for external calls, delivering high‑quality, personalized assistance to guests and crew.
• Respond to escalated guest concerns with empathy, active listening, and a positive, upscale attitude.
• Collect and analyse metrics such as guest counts, call volume and content, and behavioural patterns.
• Communicate inventory, program access and maintenance needs, taking stewardship of work areas and tools.
• Lead by example, upholding calm composure, respect, cleanliness and orderliness throughout all guest and crew areas.

Required profile

• 2‑3 years experience as a Front Desk or Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest‑services experience is an advantage.
• Fluent spoken English; conversational proficiency in Spanish, Portuguese, Italian, French or German is preferred.

Required skills