Concierge

Concierge is responsible for providing a variety of personalized services and information to entitled guests inquiring at the Concierge Lounge. The Concierge 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.

·        Coordinates guests’ special, out-of-the-ordinary requests for onboard services under the direction of the Front Office Manager.

·        Coordinates guests’ requests for shore side services in ports, i.e., limousine services, car rentals, restaurant reservations, etc., under the supervision of the Front Office Manager.

·        Handles guests’ inquiries and complaints under the supervision of the Front Office 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 Front Desk Supervisor 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 Front Office 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 CFMs 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.