Position Summary:

As a key first impression ambassador, you will handle guest inquiries, resolve concerns with empathy and efficiency, and ensure an exceptional vacation experience. This role demands outstanding hospitality skills, a professional appearance, strong problem-solving abilities, and a great sense of humor. The Guest Services Officer actively listens, takes ownership of guest needs, and upholds Royal Caribbean International’s standards of excellence, service, and professionalism at all times.

Key Responsibilities:

• Provide a warm, friendly, and sincere welcome to all guests; use clear and positive communication in every interaction.
• Quickly and empathetically resolve guest concerns, taking ownership to ensure complete satisfaction.
• Maintain a professional appearance and demeanor, consistently "looking the part" as the face of Guest Services.
• Stay informed about all onboard events, activities, and services to assist guests effectively.
• Handle guest account services, including cash transactions, foreign currency exchange, and onboard credit management.
• Support guest embarkation, debarkation, and immigration processes with efficiency and care.
• Perform all standard Guest Services desk duties including tracing lost luggage, babysitting arrangements, issuing SeaPass cards, lost and found services, and broadcasting announcements.
• Maintain confidentiality of guest and company information at all times.
• Provide exceptional telephone etiquette, ensuring all calls are answered promptly, professionally, and personally.
• Take proactive steps to enhance department and company reputation by taking ownership of tasks and seeking innovative ways to add value.
• Enforce safety, security, and health standards onboard, attending mandatory drills, meetings, and training sessions.
• Support the Guest Services Telecom Exchange operations as needed.

Qualifications:

• Minimum 1 year of experience in a customer-facing position within the hotel, travel, or related service industry.
• 1 year of cash handling experience, with understanding of U.S. currency and foreign exchange processes.
• Strong problem-solving, active listening, and negotiation skills.
• Ability to communicate tactfully with guests, colleagues, and management.
• Proficient in using basic office equipment (telephones, computers, printers, etc.).
• High school diploma or equivalent preferred.

Physical & Language Requirements:

• Fluent spoken and written English required.
• Ability to speak additional languages such as Spanish, French, German, Italian, Portuguese, Chinese, Japanese, Korean, Swedish, Norwegian, or Danish is highly desirable.
• Ability to stand and walk for extended periods; lift and/or move up to 50 pounds.
• Full mobility and stamina required to participate in shipboard emergency drills and life-saving operations.
• Excellent vision, hearing, and manual dexterity necessary for safe and effective performance.

• Register your profile with OSM Thome Recruitment tool on https://jobs.osmthome.com/jobs
• Upload your English CV to OSM Thome.