Guest Relations Officer

Combine your experience and sense of adventure by joining our exciting team of employees working onboard our ships at sea. Celebrity Cruises is looking for inspired global professionals who believe in success through commitment and pride to join our expanding family. As an industry leader in service and innovation, we provide a working environment that fosters career growth and development for our onboard team members. With a fleet of innovative cruise ships, each offering guests a premium vacation experience, there are almost countless opportunities to join us at sea.

As the Guest Relations Officer, your main concern revolves around ensuring total guest satisfaction through personalized services that will create a memorable experience. This role allows you to utilize your exemplary problem resolution skills, keen listening skills, strong communication and organizational skills, and genuine social skills. Successfully resolve challenges and concerns by taking initiative and proactively identifying solutions and following-up in a timely manner.

Career snapshot:

• Provides all services of the Guest Relations Desk including, but not limited, lost luggage, stateroom changes, lost and found services, printing and issuing guest cruise cards, and broadcasting announcements
• Answers inquiries pertaining to Guest Relations services and general information
• Responds to guest concerns in a considerate, professional, and positive manner by showing empathy and actively listening
• Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction
• Maintains knowledge of all the ship’s regular events and special functions by reviewing all available sources (vessel’s Daily Program, etc.) in order to provide guests with accurate information to answer questions and handle special requests
• Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts

Qualifications

Requirements:

• Completion of High school or basic education equivalency
• Minimum of one year hospitality management experience in an upscale hotel, resort or cruise line (shipboard experience preferred)
• Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques
• Solid communication, problem solving, decision-making, and interpersonal skills
• Advanced computer software skills required, including Microsoft Excel
• All international applicants must have the ability to obtain C1/D visa (and other relevant visas) when applicable
• Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training

Preferences:

• Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent
• Customer service experience utilizing multi-languages in a hospitality industry

Thank you for your interest in this role. Royal Caribbean Cruises Ltd., one of the world's largest cruise companies and employer of choice, has an array of brands including Azamara Club Cruises, Celebrity Cruises, Pullmantur and Royal Caribbean International. These brands offer a variety of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as Guest Relations Officer. Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy. If you are being considered for this position you will hear back from us within the next 90 days. During this time, you can view your application status on our career site.

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an equal employment opportunity employer.