Concierge And Events - Esp

Celebrity Cruises; Madrid; Presencial; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

A leading cruise line is seeking a Concierge in Madrid to deliver exceptional guest services with a focus on VIPs and loyalty programs. The ideal candidate will have 2-3 years of front desk experience in a luxury hotel and excel in communication and hospitality skills. Responsibilities include managing guest relations, handling special requests, and ensuring a luxurious environment for guests.

Formación

• 2-3 years of experience as Front Desk / Receptionist in a 4- or 5-star hotel.
• Ability to speak English clearly and distinctly.
• Experience in handling events with 80+ guests.

Responsabilidades

• Serve as the primary contact for all guests, focusing on VIP, Loyalty, and Concierge Class.
• Respond to escalated guest concerns professionally and empathetically.
• Maintain the appearance and ambiance of Concierge lounge and related areas.
• Knowledge of brand features and guest preferences is required.
• Coordinate guests' special requests for personalized services.

Conocimientos

Hospitality skills

Communication skills

Organizational skills

Decision-making abilities

Attention to detail

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 acts as 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, along with effective decision-making abilities. Paying keen attention to detail, the Concierge is fully accountable for the quality of their groups and guests’ overall personalized experience. This individual works within a team of Concierges who take full ownership and accountability for any concerns, questions, and queries, maintaining the highest level of service. The Concierge provides a personalized guest service experience, where the anticipation of guests’ needs and expectations are executed flawlessly and in a timely manner.

Qualifications :

• Shipboard employment type
• Ability to speak English clearly, distinctly, and cordially with guests
• 2-3 years of experience as Front Desk / Receptionist in a 4- or 5-star hotel
• Experience in handling different types of events with 80+ guests
• Guest services shipboard experience is an advantage

Essential duties and responsibilities :

• Acts as the primary contact, advocate, and representative for all guests, with increased focus on VIP list, Loyalty, Groups, and Concierge Class, reacting efficiently and effectively to achieve impeccable results. Responsible for the seamless execution of all Group, Loyalty, and Concierge events, their organization, and coordination with stakeholders.
• Responds to escalated guest concerns in an upscale, considerate, professional, and positive manner, showing empathy and actively listening.
• Maintains the physical appearance and ambiance of the Concierge lounge, Loyalty Spaces, conference rooms, and materials, ensuring a clean, organized, fully stocked, welcoming, and luxurious environment.
• Maintains complete knowledge of all brand features, ship-related information, revenue products, voyage/destination details, guest information, and preferences.
• Coordinates guests’ special requests for personalized services, such as transportation, restaurant reservations, activities, wine, spa, shore excursions, flowers, tailoring, and babysitting.
• As an officer, leads by example by maintaining a firm, calm demeanor in all situations, treating all guests and crew with humility and respect, championing cleanliness and orderliness, and taking full ownership of all guest and crew occurrences that require leadership and direction.