Guest Services Officer

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.   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…