Guest Services Specialist

We are seeking a Guest Services Specialist to join our team. This role serves as a key liaison between shoreside, shipboard, and concierge teams and plays an integral part in delivering an exceptional, highly personalized guest journey—from the initial reservation through post-voyage support.

The Guest Services Specialist will be responsible for coordinating and managing a range of guest needs, including dietary requirements, special requests, medical arrangements, and dining and spa reservations. The role will also support the operational coordination of groups and charters, ensuring each detail is thoughtfully managed and seamlessly executed.

Responsibilities

• Guest Journey: Coordinate all special requests, travel arrangements, documentation, and Concierge Services relations with third party service provider
• Guest Services Liaison: Coordinate effectively between shoreside and shipboard teams to ensure guest special requests, medical and dietary needs, inquiries and pre and post voyage guest relations matters are handled in a timely manner
• Travel Requirements: Ensure guests complete the travel documentation process prior to issuance of voyage documents and the departure of each voyage
• Groups and Inventory Coordination: Assist with managing group sales and inventory by voyage along with the issuance of group contracts to prospective guests and travel advisors
• Reporting: Generate special arrangement reports and communicate with hotel operations, concessions, and shipboard personnel
• Guest Experience: Handle all special alternate embarkation and disembarkation requests through the approval process
• Travel Insurance: Act as the point of contact with the travel insurance provider on coverage inquiries for our valued guests, in addition to assisting with guest insurance claims
• Financials and Invoicing: Coordinate with the accounting team any payment processing, refunds and commission payments, including credit card disputes

Requirements

• High school diploma or equivalent; college degree preferred
• Minimum 1-2 years of experience in a luxury cruise line guest services, travel agency, or hospitality environment
• Proven experience in coordinating guest services requests
• Exceptional organizational and multitasking abilities
• Strong interpersonal and communication skills, both written and verbal
• Proficiency in reservation systems (e.g., Sabre, Amadeus, or proprietary cruise line systems) is a plus in addition to Salesforce 
• Expertise with Microsoft Office products including Word, Excel, Teams, and PowerPoint
• Ability to work in a fast-paced, multicultural environment
• Flexibility to work evenings, weekends, and holidays as needed
• Able to participate in minimal travel when necessary
• Knowledge of cruise industry and travel terminology
• Familiarity with shipboard operations and guest service systems.
• Proficient in English communication skills.  Bilingual/multilingual abilities are a plus