Guest Services Officer

Department: Guest Svc

Employment Type: Fixed Term Contract

Reporting To: Assistant Purser

Description

Set a course for adventure with Princess Cruises!As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.Key Responsibilities

Create a warm and welcoming first impression by greeting guests, answering and directing incoming phone calls, and ensuring the reception and lobby areas are always tidy, well-presented, and fully stocked with necessary materials.; Maintain a highly visible presence at the Guest Services desk during published desk hours, proactively engaging with guests, answering general inquiries, and providing accurate information about onboard services and activities.; Respond promptly, courteously, and professionally to all guest inquiries regarding onboard amenities, services, itineraries, and shipboard policies, ensuring each interaction reflects Princess service standards.; Handle guest concerns and complaints with empathy and patience, actively listening to understand the issue, demonstrating genuine care, and taking ownership to ensure timely and satisfactory resolution.; Accurately document guest feedback and resolutions in the Passenger in Focus file, keeping the Guest Relations Manager informed of significant issues, trends, and follow-up actions.; Support onboard financial operations by maintaining an accurate cash float, processing payments and refunds in line with company policies, and assisting guests with shipboard accounts, billing inquiries, and statement reviews.; Consistently adhere to company procedures, security protocols, and privacy guidelines when handling guest information, payments, and documentation.; Collaborate closely with other onboard departments (e.g., Housekeeping, Food & Beverage, Shore Excursions) to coordinate timely responses and solutions to guest requests.; Support embarkation, disembarkation, and other key operational processes by providing clear guidance to guests, assisting with crowd flow, and ensuring a smooth and organized experience.; Uphold Princess Cruises’ brand standards at all times, acting as an ambassador for the company and contributing to a positive, inclusive, and service-focused team culture.; Guest Services Officers may occasionally be required to work night shifts, supporting overnight hotel operations to ensure exceptional guest service is maintained around the clock.; Skills, Knowledge & Expertise

Professional Experience: At least 1 year of experience in a front desk, guest services, or customer-facing role within a 4- or 5-star hotel, resort, or cruise ship environment.; Education: Graduate of a recognized hotel, tourism, or business school is preferred, or equivalent professional experience in hospitality or customer service.; Systems & Technology: Confident user of computer-based systems (e.g., MS Office, Outlook, web-based applications, and property management or point-of-sale systems); able to learn new onboard systems quickly.; Communication Skills: Fluent English, both verbal and written, with the ability to communicate clearly, professionally, and empathetically in person, by phone, and in writing.; Additional Languages: Knowledge of other languages is an advantage and highly valued in our multicultural, international guest environment.;

Personal Characteristics:

Genuinely guest-focused, with a strong desire to deliver outstanding service and create memorable experiences.; Motivated, proactive, and committed to excellence in all aspects of the role.; Warm, approachable, and confident communicator with excellent interpersonal skills and a caring, professional demeanor.; Resilient and adaptable, able to remain calm, courteous, and solution-focused in a variety of situations, including under pressure.; Strong team player who builds positive working relationships in a diverse, multicultural environment and supports colleagues across departments.; Creative and conscientious in resolving guest issues, demonstrating genuine care and a passion for surprising and delighting our guests.; Flexible and open to change, able to adjust quickly to evolving operational needs, schedules, and guest expectations.; Job Benefits

Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:

A competitive salary package.; Your own comfortable double cabin - your private space to relax and recharge.; Company-paid travel to and from the ship, so you can focus on the journey ahead.; Access to exclusive areas and benefits onboard (depending on the rank and occupational group).; A vibrant recreation and welfare program designed to support your well-being and work-life balance.; Access to exceptional learning and development opportunities to grow your skills and advance your career.; The chance to travel the world, exploring exciting destinations while doing what you love.; A welcoming, inclusive, and dynamic work environment where your contributions are valued.;

Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.