CCI - Concierge and Events - ITA

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CCI - Concierge and Events - ITA, milano

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Client:

Royal Caribbean Group

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

902726650588404121633710

Job Views:

5

Posted:

22.08.2025

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Job Description:

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 a 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 will work in a team of Concierges who take full ownership and accountability for any concerns, questions, and queries, ensuring the highest level of service. The Concierge provides a personalized guest service experience, where anticipation of guests’ needs and expectations are executed flawlessly and in a timely manner.

Qualifications:

• Ability to speak English clearly, distinctly, and cordially with guests.
• 2-3 years of experience as a 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 a professional, considerate, and positive manner, showing empathy and active listening.
• Maintains the 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.
• Leads by example as an officer, maintaining a calm, firm demeanor in all situations, treating all guests and crew with humility and respect, championing cleanliness and orderliness, greeting guests and crew following WAYS philosophy, and taking full ownership of occurrences requiring leadership.