Requirements: English
Company: Royal Caribbean Group
Region: Milan , Lombardy
The Concierge owns the guests overall Group, Loyalty& Concierge Class experience, offering a seamless execution ofpremium service that is both exceptional and memorable. As part ofthe Guest Relations team, the Concierge is the liaison between theGuest, Groups/Wedding/Events/Charter corporate teams, LoyaltyCorporate teams and all Hotel and Marine Departments, proactivelyanticipating every guests needs and expectations. The Conciergemust possess outstanding hospitality, communication andorganizational skills in addition to effective decision-makingabilities. Paying keen attention to detail, the Concierge is heldfully accountable for the quality of their groups and guestsoverall personalized experience. This individual will work in ateam of Concierges who take full ownership and accountability forany concerns, questions and queries to the highest level ofexpectation. The Concierge provides a personalized guest serviceexperience, where the anticipation of guests needs, andexpectations are executed in a flawless timely manner Essentialduties and responsibilities: - All duties and responsibilities areto be performed in accordance with Celebrity Cruises WAYSstandards, Standards of Excellence, Public Health guidelines, KeyPerformance Indicators, environmental, and safety policies in anyarea of the ship required - Acts as primary contact, advocate andrepresentative for all guests, with increased focus on the V.I.Plist, Loyalty, Groups and Concierge Class, reacting efficiently andeffectively to achieve impeccable results. Accountable owners ofthe seamless execution of all Group, Loyalty and Concierge events,their organization and the stakeholders who facilitate. -Collaborates with all key stakeholders within the Loyalty, Groupand Concierge Class experience, forging strong lines ofcommunication with all departmental heads, port vendors, portspecific offerings and services to provide bespoke solutions to anyguest requests, preferences, arrangements and resolution to servicefailures - Responds to escalated guest concerns in an up-scale,considerate, professional and positive manner, showing empathy andactively listening - Maintains the physical appearance and ambianceof the Concierge lounge, Loyalty Spaces and conference rooms andmaterials ensuring a clean organized, fully stocked, welcoming andluxury environment - Maintains complete knowledge of all brandfeatures, ship related information, revenue products, information,voyage/destination related information, guest information andpreferences - Coordinates guests special requests for personalizedservices, such as transportation, restaurant reservations, variousactivities and services, wine, spa, shore excursions, flowers,tailor service, and baby-sitting etc. Qualifications: - Minimum oftwo (2) years guest facing service experience in a luxuryenvironment which commits to extensive concern resolution,concierge service, loyalty or events programming. - Ability tospeak English clearly, distinctly and cordially with guests. -Ability to read and write English in order to understand andinterpret written procedures. This includes the ability to give andreceive instructions in written and verbal forms and to effectivelypresent information and respond to questions from guests,supervisors and co-workers.