Guest Relations Manager

About the role

The Guest Relations Manager delivers the highest quality guest services on an international 5‑star cruise ship, ensuring guest wellbeing and personalized experiences at all times. This role coordinates front‑office operations, handles guest enquiries and complaints, and works closely with the Hotel Director and other ship departments.

Key responsibilities

• Provide guests with personalized, high‑quality service and respond to all requests, enquiries and complaints promptly.
• Maintain continuous communication and feedback with the Hotel Director and other ship departments.
• Coordinate, organise and supervise the front‑office operation.
• Demonstrate comprehensive knowledge of the ship’s facilities, ports of call and services.
• Organise and lead training sessions for reception team members to develop their knowledge, techniques and guest‑focus.

Required profile

• 2‑3 years shipboard experience in a similar role within an international 5‑star luxury establishment.
• Excellent fluent English (verbal and written) with the ability to give and receive instructions effectively.
• Conversational ability in an additional language (German, French, Spanish or Mandarin).
• Proactive approach to problem solving and sensitivity to cultural differences.
• Strong interpersonal skills with the ability to lead, motivate and develop a culturally diverse workforce.

Required skills

• Good working knowledge of Microsoft applications.
• Experience with Fidelio hotel operating system.
• Familiarity with other hotel operating systems.