Requirements: English
Company: Royal Caribbean Group
Region: Pavia , Lombardy
The Concierge owns the guests 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 guests 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
Essential duties and responsibilities:
- All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required
- Acts 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. Accountable owners of the seamless execution of all Group, Loyalty and Concierge events, their organization and the stakeholders who facilitate.
- Collaborates with all key stakeholders within the Loyalty, Group and Concierge Class experience, forging strong lines of communication with all departmental heads, port vendors, port specific offerings and services to provide bespoke solutions to any guest requests, preferences, arrangements and resolution to service failures
- Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening
- Maintains 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
- Maintains complete knowledge of all brand features, ship related information, revenue products, information, voyage/destination related information, guest information and preferences
- Coordinates 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 etc.
Qualifications:
- Minimum of two (2) years guest facing service experience in a luxury environment which commits to extensive concern resolution, concierge service, loyalty or events programming.
- Ability to speak English clearly, distinctly and cordially with guests.
- Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.