Remote Cruise Concierge: Guest Experience Lead

Crew-Life-At-Sea

Cape Town

Remote

ZAR 360,000 - 480,000

Full time

14 days+

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Benefits offered by this job

Fully remote work

Discounted cruise fares

Comprehensive training

Performance incentives

Supportive team

Job summary

Crew-Life-At-Sea is seeking a detail-oriented Remote Cruise Ship Concierge to manage guest inquiries and service requests for a renowned cruise line, operating remotely from Richards Bay. You will assist guests with bookings, shore excursions, dining, and onboard activities, becoming the first point of contact for a seamless travel experience.

The role emphasizes personalized service, efficient problem-solving, and coordination with onboard teams and third-party vendors.

Qualifications

Previous experience in a customer service, hospitality, or travel agent role is essential.
Excellent communication, listening, and problem-solving skills.
Strong knowledge of travel destinations and cruise line operations is a plus.
Proficiency in using CRM software and online booking systems.
Ability to work independently, manage time effectively, and thrive in a remote work environment.
Must have a stable internet connection and a dedicated home office space.

Responsibilities

Respond promptly and professionally to guest inquiries via phone, email, and chat regarding cruise details and onboard services.
Assist guests with booking and customizing shore excursions, specialty dining, and onboard activities.
Proactively resolve guest issues and concerns, ensuring a high level of satisfaction.
Provide expert recommendations and personalized advice to enhance the guest's cruise experience.
Liaise with onboard teams and third-party vendors to fulfill guest requests.
Maintain accurate guest records and interaction logs in the CRM system.