Overview
the guest services officer is a key front-line representative responsible for delivering exceptional customer service and ensuring a smooth guest experience onboard. This role requires professionalism, strong interpersonal skills, and the ability to resolve guest concerns with empathy and efficiency. The ideal candidate is confident, friendly, detail-oriented, and thrives in a fast-paced, multicultural environment.
key responsibilities
* greet and assist guests with check-in, account management, and general inquiries.
* resolve guest issues promptly and professionally, ensuring high levels of satisfaction.
* handle financial transactions including cash handling, currency exchange, and account reconciliation.
* provide information about shipboard services, events, and processes (e.g., immigration, customs, lost & found).
* operate front desk systems such as reservation and guest service software.
* maintain a polished appearance and uphold guest confidentiality at all times.
* participate in mandatory drills, safety meetings, and ongoing training activities.
qualifications
* minimum of 1 year experience as a receptionist in a 4-star or 5-star hotel or cruise ship operation.
* or minimum of 1 year experience as airline cabin crew.
* proven cash handling experience and understanding of us currency and exchange rates.
* experience with reservation systems, preferably fidelio or opera.
* fluent in english, both written and spoken.
* ability to speak additional languages such as spanish, french, german, italian, portuguese, mandarin, japanese, korean, swedish, norwegian, or danish.
* strong communication and problem-solving skills.
* high school diploma or equivalent preferred.
* physically able to lift up to 50 pounds and participate in emergency procedures and drills.
work experience requirements
* all applicants must have previous experience in working in a 4/5* hotel/cruise ship or as a cabin crew.
seniority level
* associate
employment type
* full-time
job function
* customer service
* other
* education
industries
* hospitality
* airlines and aviation
* hotels and motels
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