The Concierge is the primary contact for suite, VIP, and high-profile guests, delivering exceptional, personalized service to ensure satisfaction, loyalty, and rebooking. This role involves proactively managing guest requests, planning itineraries, handling special arrangements (e.g. excursions, spa, dining, events), and resolving concerns with discretion and professionalism. Responsibilities include manning the Concierge Lounge, maintaining guest profiles in CRM, overseeing embarkation/disembarkation services, coordinating with onboard departments and external partners, managing a cash float, and maintaining lounge presentation standards. The Concierge also supports guest communications, supervises lounge operations, and trains staff to uphold premium service standards and continuously improve the guest experience.
Qualifications
- Minimum 1 year of experience as a Concierge, preferably in a cruise or luxury hospitality environment.
- Strong background in guest service and complaint resolution, with experience serving affluent or VIP guests.
- Excellent interpersonal and communication skills; guest-oriented with polished social etiquette and professional appearance.
- Ability to work independently and collaboratively under pressure; flexible and well-organized.
- Proficient in MS Office; knowledge of Fidelio Cruise, Micros, and Ving Vision is a plus.
- Solid general knowledge of destinations, culture, and local insights; able to engage in meaningful conversations.
- Service-minded, discreet, loyal, and motivated with strong problem-solving intuition.
- Tourism/hospitality education or certifications desirable.
