Concierge and Events - ESP

Celebrity Cruises; Madrid; Presencial; EUR 42.000 - 58.000; Jornada completa

Descripción de la vacante

Celebrity Cruises seeks a Concierge to own the guest’s Group, Loyalty & Concierge Class experience aboard our luxury ships. You will coordinate with Guests, Groups/Wedding/Events/Charter teams, Loyalty Corporate, and Hotel and Marine departments to deliver seamless, personalized service and anticipate guest needs.

You will join a team of Concierges and be accountable for the quality of the guest experience, handling escalations with professionalism, maintaining the Concierge lounge, and

Formación

• 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.

Responsabilidades

• Acts as primary contact, advocate and representative for all guests, with increased focus on VIPs, Loyalty, Groups and Concierge events.
• Responds to escalated guest concerns in a calm, professional manner with empathy.
• Maintains the Concierge lounge, Loyalty Spaces and conference rooms in a luxury environment.
• Keeps complete knowledge of brand features, ship information and guest preferences.
• Coordinates guests' special requests for personalized services (transportation, reservations, activities, etc.).
• Leads by example, maintaining calm composure and ownership of guest and crew issues.

Conocimientos

English proficiency

Hospitality experience

Event coordination

Guest service excellence

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:

• 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.