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Concierge

3 months ago

Kolkata, India Royal Caribbean Group Full time

POSITION SUMMARY

The Concierge owns the guest’s 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 guest’s 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.

Note:

Employees may be required to perform any other job-related duties assigned by their supervisor or management. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Fostering The World, At Your Service Culture

“The World, At Your Service” (WAYS) is a brand-wide initiative committed to delivering World Class Service to our Guests and internal Customers (including Employees, Vendors and Consultants). Our service vision and goal is to provide a Personalized, Knowledgeable and Genuine experience, to every Customer, every time. Delivering World Class Customer Service will help differentiate Celebrity Cruises through providing World Class Experiences to every guest, every time.

The Concierge aims to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. The position will focus on ensuring operational goals are met as stipulated by onboard management and consistent training, leadership, development and recognition are implemented into your daily interactions with guest and crew to ensure the WAYS culture is manifested.

The Concierge will embody an outgoing personality and a genuine passion for service recovery. The Concierge will ensure that they and their colleagues deliver the brand promise of a personalized service and memorable experiences. The Concierge will be a strong advocate of The World, At Your Service Culture.

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.
  • As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following WAYS philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership

QUALIFICATIONS

Hiring External Candidate Requirements

Minimum of two (2) years guest facing service and event handling experience in a luxury environment which commits to extensive concern resolution, concierge service, loyalty or events programming.

Combination of education equivalent to high school diploma or any other source of education, training or experience that provides the required knowledge, skills and abilities.

Confident, well-groomed appearance with a warm and welcoming demeanor.

Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution, food and beverages and the ability to confidently speak on and properly serve such items.

Ability to fulfill the above mentioned Key Responsibilities and all reasonable company requests.

Additional Internal Candidate Requirements

Completion of one contract in a guest contact / front-of-house capacity or have significant experience in a luxury guest facing role with a performance rating above “Effective”, passing of the Talent Plus Assessment

Language Requirements

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.

Ability to speak additional languages such as Spanish, French or German preferred.

Physical Requirements

While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must continually lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats.

Work Hours: to be on-call to the guests needs whilst complying with MLC requirements under the leadership of The Concierge Lead.