Maintaining personal quality checks in his / her department to ensure the required guest satisfaction
Close cooperation with Cruise Director, Captain, Hotel Manager and the crew to ensure guests satisfaction
Enforcing hygiene and impeccable cleanliness in his / her department and the prespecified appearance in his / her area
Ensuring the careful and proper handling of all working materials and equipment (especially IT equipment)
Replying to customer requests prior via the Concierge E mail, management of requests and fulfilment of tasks
Listen recorded messages, recall guests and assist accordingly as per their requests
Strategy and planning
Jointly responsible for:
1. Providing the best possible running of the operational organization at the reception and shop
2. Establishing standard & quality assurance for the concept of Hygiene to comply with the hygiene regulations (HACCP)
Leadership and coordination
Jointly responsible for:
3. Assuring the professional cooperation between all departments on the vessel
4. Coordinating and controlling of the own working schedule
5. Strictly observing and controlling the pre-defined working hours
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Processes and procedures
Jointly responsible for:
6. Maintaining personal quality checks in his / her department to ensure the required guest satisfaction
7. Close cooperation with Cruise Director, Captain, Hotel Manager and the crew to ensure guests satisfaction
8. Enforcing hygiene and impeccable cleanliness in his / her department and the prespecified appearance in his / her area
9. Ensuring the careful and proper handling of all working materials and equipment (especially IT equipment)
10. Replying to customer requests prior via the Concierge E mail, management of requests and fulfilment of tasks
11. Listen recorded messages, recall guests and assist accordingly as per their requests
Organization and administration
Jointly responsible for:
12. Log and maintain accurate records of all Guest calls, inquiries, concerns and requests using systems provided
13. Preparing program suggestions and options for the upcoming tours per city/day and have them in handovers to passengers printed on the Concierge Service Desk
14. Maintaining accurate work order files for easy reference as well as files on daily guest calls made to ensure quality assurance according to agreed standards
Communication and representation
Jointly responsible for:
15. Responding to all guest requests, concerns and issues in a timely and professional manner
16. Providing premium Guest service by handling all communications, verbal or written in accordance with the set standards (French, German language as per assigned area)
17. Ensuring conformity of predefined appearance / uniformity requirements and proper body care
18. Establishing and maintaining effective working relationships with co-workers, Hotel Manager and officers within and across department boundaries through verbal and written communications to support resolution of guest issues in a timely and efficient manner
19. Immediate reporting of special incidents to the Hotel Manager and Cruise Director
20. Attending all official events on board according to the instructions of the superior
21. Ensuring compliance with the active and passive information flows in accordance with the organigram
Control and reporting
Jointly responsible for:
22. Controlling of the costs and adherence to the budget
Special tasks
Jointly responsible for:
23. Participation in the pre-seasonal Concierge training
24. Participation in meetings with the Hotel Manager and Cruise Director
25. On board tour sales according to the tour operators guideline / procedures
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26. Dining and other reservations
27. Providing information about local features such as shopping, dining, nightlife, and recreational services / Spa
28. Make travel arrangements for sightseeing and other exclusive tours.
29. Pick up and deliver items, or run errans for guests