Guest Services Officer (Japanese Speaking)

Department: Guest Svc

Employment Type: Fixed Term Contract

Description

Set a course for adventure with Princess Cruises!

As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.

Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.

At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.

As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.

Key Responsibilities

• Consistently assists the Guest Services teams with daily operational inquiries from Japanese-speaking passengers. 
• Provides a positive first impression to every passenger and staff member through a warm, welcoming greeting. 
• Consistently maintains high visibility during published desk hours, socializing with passengers, answering general inquiries, and providing support to all passengers, with a particular focus on Japanese-speaking passengers.
• Promptly and meaningfully addresses and acts upon all passenger inquiries regarding onboard amenities and services, with a focus on Japanese-speaking passengers.
• Ensures all complaints from non-English-speaking passengers are listened to with empathy and understood, showing genuine interest at all times.
• Takes ownership of each complaint, following up with the passenger in question. Accurately lists specific details of the resolution when updating the Passenger in Focus file, and keeps the Guest Relations Manager informed at all times. 
• Always provides the Guest Services teams with information, translated documents, and other tools to assist Japanese-speaking passengers.
• Always holds daily desk hours as published or as directed by the Guest Services Director.

Skills, Knowledge & Expertise

• Professional Experience: At least 1 year of experience as a Front Desk Receptionist or Guest Services Agent in a 4- or 5-star hotel, resort, or cruise ship environment.
• Education: Graduate of a recognized hotel or business school is preferred, or equivalent experience in hospitality or customer-facing roles.
• Language Skills: Excellent verbal and written communication skills in English and Japanese, with the ability to confidently handle inquiries, concerns, and complaints in both languages.
• Customer Service Excellence: Strong foundation in guest service with a genuine passion for delivering warm, personalized, and professional service; able to remain calm, empathetic, and solution-focused under pressure.
• Cultural Awareness: High level of cultural sensitivity and awareness when interacting with Japanese guests and a diverse, multicultural guest and teammate population.
• Problem Solving & Ownership: Demonstrated ability to take ownership of guest issues, follow through on resolutions, and document outcomes clearly and accurately.
• Communication & Interpersonal Skills: Personable communicator with outstanding social skills, active listening ability, and a warm, approachable demeanor.
• Technical Skills: Proficiency in computer-based programs and systems (e.g. MS Office, Outlook, web-based applications); previous experience with hotel or guest service management systems is an advantage.
• Organization & Attention to Detail: Strong organizational skills with the ability to manage multiple guest requests simultaneously while maintaining accuracy and attention to detail.
• Adaptability & Resilience: Ability to adapt to changing priorities, work in a fast-paced shipboard environment, and adjust to different situations and guest needs.
• Teamwork & Professionalism: Commitment to building and maintaining courteous, respectful, and professional working relationships in a diverse cultural environment, and to role-modelling company values.
• Personal Qualities: Highly motivated, self-driven, and enthusiastic, with a caring personality and a genuine desire to surprise and delight guests throughout their cruise experience.

Job Benefits

Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:

• A competitive salary package.
• Your own comfortable double cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.