Concierge

ü All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required
ü 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 owners of the seamless execution of all Group, Loyalty and Concierge events, their organization and the stakeholders who facilitate.
ü Collaborates with all key stakeholders within the Loyalty, Group and Concierge Class experience, forging strong lines of communication with all departmental heads, port vendors, port specific offerings and services to provide bespoke solutions to any guest requests, preferences, arrangements and resolution to service failures
ü Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening
ü 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
ü Maintains complete knowledge of all brand features, ship related information, revenue products, information, voyage/destination related information, guest information and preferences
ü 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.
ü As an Officer, leads by example by maintaining a firm, calm composure in all situations, treats all guest and crew with equal humility and respect, champions cleanliness and orderliness when walking all guest and crew areas by correct reporting and ownership, greets all guest and crew following WAYS philosophy and takes full ownership of all guest and crew occurrences that require direction and leadership