Guest Relations Officer

Royal Caribbean Group • Seasonal • Spain • 3w ago

Essential duties and responsibilities:

Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of 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 metrics of data 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.
Ability to speak English clearly, distinctly and cordially with guests.
Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
Ability to speak additional languages preferably Spanish, Portuguese, Italian, French, German or Japanese.

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