Concierge and Events - ESP

Celebrity Cruises; Comunidad de Madrid; Presencial; EUR 42.000 - 55.000; Jornada completa

Descripción de la vacante

Celebrity Cruises is seeking a Concierge to oversee the guest experience across Group, Loyalty & Concierge Class segments on board. The role requires proactive hospitality, exceptional communication, and organizational skills to ensure seamless service for VIP guests and groups.

The Concierge works with Guest Relations, Groups/Weddings/Events/Charter teams, Loyalty Corporate teams and hotel/marine departments to anticipate needs and deliver a memorable, premium experience onboard.

Formación

• 2-3 yrs background experience as Front Desk/Receptionist in a 4 or 5* Hotel.
• Experience handling events with 80+ guests.
• Shipboard guest services experience is an advantage.

Responsabilidades

• Acts as primary contact and representative for all guests, focusing on VIPs, Loyalty, Groups and Concierge Class.
• Responds to escalated guest concerns in a professional and positive manner.
• Maintains Concierge lounge, Loyalty Spaces, conference rooms and materials in a luxury environment.
• Maintains knowledge of ship features, itineraries, guest information and preferences.
• Coordinates guests’ requests for personalized services (transportation, reservations, activities, etc.).
• Leads by example, maintaining calm, respectful conduct and ownership of guest/crew experiences.

Conocimientos

Guest services

Hospitality

Communication

Teamwork

Educación

Hotel/Hotelier experience

Descripción del empleo

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

Qualifications:

• SHIPBOARD Employment type
• Ability to speak English clearly, distinctly and cordially with guests.
• 2-3 yrs background experience as Front Desk/Receptionist in a 4 or 5 * Hotel.
• Experience in handling different types of events with 80+ guests.
• Guest services shipboard experience is an advantage.

Essential duties and responsibilities:

• 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.
• 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.