Requirements: English
Company: Royal Caribbean Group
Region: Milan , Lombardy
The Guest Relations Officer owns each guestinteraction, follow up on experience and offering a seamlessexecution of premium service that is both exceptional andmemorable. As part of the Guest Relations Team, the Guest RelationsOfficer is the liaison between the guest and all Hotel and MarineDepartments, proactively anticipating every guests needs andexpectations. The Guest Relations Officer must possess outstandinghospitality, communication and organizational skills in addition toeffective decision-making abilities. Paying keen attention todetail, the Guest Relations Officer is held fully accountable forthe quality of their guests personalized experience. Thisindividual will take full ownership and accountability of theirguest interaction, the guest sentiment following the personalizedinteraction and the orderliness, emergency preparedness andefficacy of the Front Desk Operations, back and front of house.Essential duties and responsibilities: - Maintains a constantpresence of professionalism and emergency preparedness within theFront Desk Operations both back and front of house, being the brandvoice and physical representative of the ship and guest relationsfor all interactions and calls providing impeccable quality ofpersonalized service to internal and external guests and crewalike. - Championing strong administrative skills, taking periodicmetrics of data such as guest counts, desk volume, concern contentand guest and crew interaction behavioral analysis. - Readilycommunicates inventory, program access and maintenance requirementsby taking full stewardship of work areas and tools. - Duediligence, care and attention to detail in all interactions andoperations with an elevated focus on precision during financialtransactions and cash float operations. - Responds to escalatedguest concerns in an up-scale, considerate, professional andpositive manner, showing empathy and actively listening. - As anOfficer, leads by example by maintaining a firm, calm composure inall situations, treats all guest and crew with equal humility andrespect, champions cleanliness and orderliness when walking allguest and crew areas by correct reporting and ownership, greets allguest and crew following companys standards and takes fullownership of all guest and crew occurrences that require directionand leadership. - Ability to speak English clearly, distinctly andcordially with guests. - Ability to read and write English in orderto understand and interpret written procedures. This includes theability to give and receive instructions in written and verbalforms and to effectively present information and respond toquestions from guests, supervisors and co-workers. - Ability tospeak additional languages preferrably Spanish, Portuguese,Italian, French or German