Job Description – Guest Service Officer (Cruise Ship)
Position Overview

The Guest Service Officer (GSO) is the first point of contact for guests onboard. This role requires delivering outstanding customer service, handling guest inquiries and complaints with professionalism, and ensuring a positive cruise experience. The GSO serves as a brand ambassador and plays a critical role in creating memorable experiences.

Key Responsibilities

Welcome and assist guests at the Front Desk / Reception with check-in, check-out, and general inquiries.

Provide accurate information regarding ship services, excursions, onboard activities, and policies.

Handle guest complaints, special requests, and service recovery in a timely and professional manner.

Process financial transactions such as guest accounts, payments, and onboard credits.

Maintain accurate records in the cruise line’s reservation and service systems.

Assist with immigration, customs, and embarkation/disembarkation procedures.

Support onboard emergency drills and follow all safety protocols.

Collaborate with other departments (Housekeeping, Food & Beverage, Shore Excursions, etc.) to resolve issues and exceed guest expectations.

Qualifications & Requirements

Minimum 2 years of front desk, reception, or customer service experience (hospitality, hotel, or resort preferred).

Strong command of English (both spoken and written); additional languages highly desirable (Spanish, Portuguese, French, German, Italian, etc.).

Professional appearance and excellent interpersonal skills.

Strong computer skills and experience with reservation or property management systems (PMS).

Ability to remain calm and professional under pressure.

Excellent problem-solving and conflict-resolution skills.

Willingness to work onboard for 6–8 month contracts.

Must pass medical examinations and hold required maritime certifications (e.g., STCW).

Competencies

Guest-focused mindset with a service excellence attitude.

Strong communication and diplomacy skills.

Multicultural awareness and adaptability.

Teamwork and organizational abilities.

Benefits

Competitive salary with service charges/tips where applicable.

Free accommodation and meals onboard.

Travel to multiple international destinations.

Career advancement opportunities within the cruise line.