Suite Experience Concierge

Key Responsibilities

• Ensures full ownership and accountability for the Concierge Lounge to flawlessly deliver an elevated experience consistently to our high-value guests. Continuously maintaining the appropriate ambiance for the lounge in accordance with the time of day or event.
• Proactively contacts the suite and VIP guests upon arrival and continues to contact them throughout the cruise providing an elevated guest experience. 
• Upon embarkation, ensure the appropriate welcome letter and collateral has been provided to each Suite & VIP guest and set up as per the company brand standard.
• Identifies Suite & VIP guest preferences and anticipates needs by observing, and actively listening; using tools such as Guest View to communicate information to the wider team.  
• Communicates confirmation of reservations & bookings with relevant onboard teams, ensuring each department is aware of any preferences or special occasions. 
• Plans, organizes and supervises the Suite Welcome party & daily cocktail hours, including preparation/setup and all other requirements.
• Communication and collaboration with the Food & Beverage department to ensure consistent quality and a variety of offerings are available to Suite guests, appropriate to the time of day.
• Ensures the cleanliness and maintenance of the Concierge Lounge is kept to an impeccable standard. 
• Provides destination recommendations such as excursions, restaurants, key sights, and travel information. Continually researching and learning all experiences available on the cruise itinerary.
• 1Owns any suite & VIP guest-reported issues and ensures appropriate and timely resolution, keeping the leadership team informed of empowerment tools utilized.
• Coordinates a smooth disembarkation process and water shuttle operation, providing priority and escorting of guests. 
• Ensures head of departments are aware of any Suite Guest requested events or large dinner parties, reservations would be appropriate and make necessary arrangements. 
• Ensures effective and correct use of empowerment tools as service recovery.

Skills, Knowledge & Expertise

• Bachelor's Degree - In Hospitality Mgt, Business Admin, Marketing, Business preferred.
• A minimum of +2 years of progressive management experience in a leading hospitality setting with concierge experience in Guest Services.
• Cruise ship experience is strongly preferred.
• Extensive experience and knowledge in all aspects of hotel/cruise ship concierge operations within the US/Worldwide. 
• Strong customer service and well-developed problem-solving skills.
• Ability to work in large international teams.
• Effective communication skills.
• Fluent English language skills both verbal and written. Knowledge of additional languages is strongly preferred.

Job Benefits

• A competitive salary package.
• Your own comfortable double cabin - your private space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.