Concierge and Events - ITA

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 fully accountable for the quality of the groups and guests’ overall personalized experience. Working in a team of Concierges, the role takes 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 is executed in a flawless timely manner.

Qualifications

• Ability to speak English clearly, distinctly and cordially with guests.
• 2–3 years of 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 owner 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, treating all guests and crew with equal humility and respect, championing cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guests and crew following WAYS philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership.