Provides a personalized guest service experience, where the anticipation of guest needs and expectations are executed in a timely manner. The Concierge is to be instrumental in creating guest experiences and executing service that is second to none. Consistently engage in conversation, relying a professional disposition and personality. The Concierge position encompasses strong communication and organizational skills, essential problem-resolution skills, and active listening skills for all concerns relating to guest concerns and Concierge Services.
Coordinates guests’ special, out-of-the-ordinary requests for onboard services under the
direction of the Guest Relations Manager.
Coordinates guests’ requests for shore side services in ports, i.e., limousine services, car rentals, restaurant reservations, etc., under the supervision of the Guest Relations Manage
Handles guests’ inquiries and complaints under the supervision of the Guest Relations Manager and ensures that they are resolved quickly, courteously, professionally and to the guests’ total satisfaction.
Follows up with the Suite and Concierge Class guests to ensure total satisfaction
Receives inquiries that may require a stateroom upgrade and these are forwarded to the Assistant Guest Relations Manager for processing
Receives requests for airline changes and works closely with the Corporate Office (Air Sea Department) or directly with the airlines (cruise-only guest).
Receives request for disembarkation arrangements for guests with special needs or requests.
Maintains a report log of extreme or unresolved guest issues and updates the Guest Relations Manager daily.
Completes the “Lost Baggage Form” and obtain all pertinent information from the guests and keeps them constantly informed. Coordinates with the Pre and Post Department and/or the airlines the tracking of the luggage.
Understands the Safety & Quality Management Program, and his/her responsibilities in the Safety Organization according to the Emergency plan and Station Bill. Must be available, capable and ready to act in the event of an emergency.
Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and crewmembers with inquiries.
Attends meetings, training activities, courses and all other work-related activities as required.
Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
As needed, under the guidance of the Hotel Director, may be called upon to assist with Star Code duties, and/or following a Star Code, to assist a guest.