CCI Concierge and Events - ITA

JR Italy; Milano; In loco; EUR 30.000 - 60.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dedicated Concierge to elevate the guest experience through exceptional service. This role involves acting as the primary liaison for guests, ensuring their needs are anticipated and met with precision. The ideal candidate will possess outstanding hospitality skills and a keen attention to detail, making every interaction memorable. Join a team that values collaboration and communication, where your contributions will directly enhance the overall guest experience in a luxury setting. If you are passionate about service excellence and thrive in a dynamic environment, this opportunity is perfect for you.

Competenze

• 2+ years of guest-facing service experience in a luxury environment.
• Ability to communicate effectively in English with guests.

Mansioni

• Serve as the primary contact for guests, focusing on VIPs and Loyalty members.
• Coordinate special requests for personalized services like transportation and reservations.
• Maintain the appearance of the Concierge lounge and ensure a welcoming environment.

Conoscenze

Hospitality Skills

Communication Skills

Organizational Skills

Decision-Making Abilities

Attention to Detail

Formazione

Experience in Luxury Environment

Descrizione del lavoro

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Overview

The Concierge owns the guest’s overall Group, Loyalty & Concierge Class experience, delivering seamless, exceptional, and memorable premium service. 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. The role involves proactively anticipating guest needs and expectations.

Skills and Responsibilities

The Concierge must possess outstanding hospitality, communication, and organizational skills, along with effective decision-making abilities. Attention to detail is crucial, as the Concierge is fully accountable for the quality of their guests’ personalized experience. They work in a team of Concierges, taking full ownership of any concerns, questions, and queries, ensuring a high level of service. The Concierge provides a personalized guest service experience, anticipating needs and executing expectations flawlessly and promptly.

Essential Duties and Responsibilities

• Perform duties in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies.
• Serve as the primary contact, advocate, and representative for all guests, with a focus on VIPs, Loyalty members, Groups, and Concierge Class guests, ensuring seamless execution of all related events and services.
• Collaborate with stakeholders within Loyalty, Group, and Concierge Class experiences, establishing strong communication with departmental heads, port vendors, and service providers to offer bespoke solutions for guest requests and resolve service issues.
• Respond to escalated guest concerns professionally, empathetically, and positively, demonstrating active listening and understanding.
• Maintain the appearance and ambiance of the Concierge lounge, Loyalty Spaces, conference rooms, and materials, ensuring a clean, organized, fully stocked, and welcoming environment.
• Maintain comprehensive knowledge of all brand features, ship-related information, revenue products, voyage/destination details, and guest preferences.
• Coordinate guests’ special requests for personalized services such as transportation, reservations, activities, wine, spa, shore excursions, flowers, tailoring, and babysitting.

Qualifications

• At least two (2) years of guest-facing service experience in a luxury environment, with a focus on concern resolution, concierge services, loyalty, or events programming.
• Ability to speak English clearly, distinctly, and courteously with guests.
• Ability to read and write English to understand and interpret procedures, give and receive instructions, and effectively communicate with guests, supervisors, and colleagues.