The Concierge is responsible for ‘Delivering the Wow’ while providing a variety of personalized services and information to entitled guests inquiring at the Concierge Lounge. Actively listens and extends assistance in order to resolve all guest issues and concerns. A strong guest satisfaction disposition is mandatory, a people person with a great sense of humor. Concierge must possess outstanding hospitality, focused customer service, strong communication and organizational skills and effective decision-making abilities. Maintaining a high level of professional appearance and demeanor at all times is essential.
All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Gold Anchor Standards, SQM policies and procedures, USPH guidelines, environmental, workplace safety policies and procedures. Each shipboard employee may be required to perform all functions in various venues and throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence , each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and in crew areas.
1. Responsible for being a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service in accordance to the Guest Services Vision and Mission Statement. The Concierge takes ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining knowledge of all suite guest ratings and comments, assists in maintaining a culture throughout the Guest Services team for owning issues and resolving to complete satisfaction.
2. Must practice sound and prudent business sense and high professional ethics at all times. Maintains guests’ confidence and protects organization’s reputation by keeping guest and company information confidential. Enhances department and company reputation by accepting ownership and accomplishing a diversity of requests while exploring opportunities to add value to job accomplishments.
3. Always ‘Looking the Part’, the Concierge plays a key role in being the first impression for the brand and our guests. Through effective ownership and by taking initiative to ‘Own the Problem’ the Concierge will always seek to take accountability for delivering outstanding problem resolution.
4. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures and legal regulations. Effectively monitors, oversees and makes improvements to workplace safety within the division and throughout the ship. Attends safety drills, meetings, training activities, courses and all other work-related activities as required.
5. Introduce themselves to all eligible guests pre-cruise via Royal Calls and email. Explains the special services provided by the Concierge, and the guidelines for usage of the Concierge Lounge. Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice and takes the time to understand all requests in detail. When answering the phone in the lounge, uses proper telephone etiquette as a key requirement. Must ensure that telephones are
answered promptly using positive and clear English communication and using the guest’s name at all times where possible.
6. Makes every effort to personally escort the Royal Suite guests from the pier on boarding day. Places courtesy calls to all suite guests no later than by the morning of the second day of the cruise vacation using the GAS protocol.
7. Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Provides information and answers inquiries pertaining to ship services. Takes ownership of guest concerns by following up and ensuring complaints are resolved to the guest’s satisfaction as well as documented in the Guest Resolution Log.
8. Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate and up-to-date information to answer questions and handle any special requests.
9. Makes reservations for various activities and services such as dining, wine, spa, shore excursions, flowers, private bridge or galley tours, tailor service, tuxedo rental, baby-sitting, special needs, etc., for eligible guests. Follows up to ensure amenities are delivered as specified. This may require prior communication via email to our suite guests therefore proper writing skills are a must.
10. Maintains Suite Services Folder information and ensures that the folders and related material is up to date and in good condition in all eligible Suites as well as ensuring they are delivered to the suites prior to guest arrival. Maintains the physical appearance of the Lounge; picks up and disposes of trash and organizes the items on tables, shelves, etc. Ensures the Lounge is stocked with beverages per the Gold Anchor Standards (GAS), snacks, magazines, videos/DVD, music,
board games etc. Maintains the displays of the Daily Compass, planners, menus, wine lists, etc. stocked and updated.
11. Assists departure morning with the enhanced departure process by hosting the suite guests in a designated lounge and ensuring that all communication related to the process is communicated to the guests.
12. Utilizes great interpersonal skills in working closely with other Guest Services positions and other divisions onboard with an ultimate goal of providing the suite guests with an exceptional vacation experience.
13. Ensures the hand-over notes are a comprehensive report that includes any procedural changes that occurred since the last time onboard. Assists the incoming Concierge by providing an effective hand-over process.
14. Performs related duties as required. This position description in no way states orimplies 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.