Guest Relations Officer – Shipboard (Ecuador)

About the role

The Guest Relations Officer owns every guest interaction on board, ensuring a seamless, premium experience that is both exceptional and memorable. Acting as the liaison between guests and all hotel and marine departments, the officer proactively anticipates needs, follows up on experiences, and is fully accountable for the quality of personalized service.

Key responsibilities

• Maintain professionalism and emergency preparedness within stateroom services, including handling elevator and ADA alarms.
• Serve as the brand voice for external calls and provide impeccable personalized service to guests and crew.
• Respond to escalated guest concerns with empathy, professionalism, and a positive attitude.
• Collect and analyse metrics such as guest counts, call volume, and call content.
• Communicate inventory, program access, and maintenance requirements, taking stewardship of work areas and tools.
• Lead by example, maintaining calm composure, treating all guests and crew with respect, and championing cleanliness and orderliness.

Required profile

• Clear, cordial English communication; conversational proficiency in Spanish, Portuguese, Italian, French or German is a plus.
• 2‑3 years experience as a Front Desk/Receptionist in a 4‑ or 5‑star hotel.
• Shipboard guest‑services experience is advantageous.
• Outstanding hospitality, communication, organizational, and decision‑making abilities with strong attention to detail.

Required skills