Overview
The Concierge owns the guest's overall Group, Loyalty & Concierge Class experience, offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Concierge is the liaison between the Guest, Groups / Wedding / Events / Charter corporate teams, Loyalty Corporate teams and all Hotel and Marine Departments, proactively anticipating every guest's needs and expectations.
The Concierge must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Concierge is held fully accountable for the quality of their groups and guests' overall personalized experience. This individual will work in a team of Concierges who take full ownership and accountability for any concerns, questions and queries to the highest level of expectation. The Concierge provides a personalized guest service experience, where the anticipation of guests' needs, and expectations are executed in a flawless timely manner.
Responsibilities

Act as primary contact, advocate and representative for all guests, with increased focus on the V.I.P list, Loyalty, Groups and Concierge Class, reacting efficiently and effectively to achieve impeccable results.
Take accountability for the seamless execution of all Group, Loyalty, and Concierge events, their organization and the stakeholders who facilitate.
Respond to escalated guest concerns in an upscale, considerate, professional, and positive manner, showing empathy and actively listening.
Maintain the physical appearance and ambiance of the Concierge lounge, Loyalty Spaces and conference rooms and materials ensuring a clean, organized, fully stocked, welcoming, and luxury environment.
Maintain complete knowledge of all brand features, ship‑related information, revenue products, voyage/destination related information, guest information, and preferences.
Coordinate guests' special requests for personalized services, such as transportation, restaurant reservations, various activities and services, wine, spa, shore excursions, flowers, tailor service, and baby‑sitting.
Lead by example by maintaining a firm, calm composure in all situations, treating all guests and crew with equal humility and respect, championing cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greeting all guests and crew following WAYS philosophy, and taking full ownership of all guest and crew occurrences that require direction and leadership.

Qualifications

SHIPBOARD Employment type.
Ability to speak English clearly, distinctly and cordially with guests.
2-3 years of background experience as Front Desk / Receptionist in a 4‑ or 5‑star hotel.
Experience in handling different types of events with 80+ guests.
Guest services shipboard experience is an advantage.

#J-18808-Ljbffr