Fleet Concierge (Shipboard)

Department: Destination Experience

Employment Type: Fixed Term Contract

Reporting To: Director, Cruise Hotel Operations

Description

The Fleet Concierge is a corporate-based position responsible for ensuring exceptional guest experiences through seamless coordination of concierge services, talent management, and onboard operations. This role involves overseeing recruitment, employee development, and maintaining high service standards. As a key point of contact for onboard operations, the Fleet Concierge will also forge and maintain partnerships with destination service providers to enhance guest experiences in various ports of call.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Recruitment, Talent Management, and Development
   
   ·       Lead the recruitment process for onboard concierge teams, focusing on hiring talent with expertise in hospitality and exceptional guest service skills.
   ·       Develop talent pipelines by collaborating with HR and recruitment partners to ensure a steady flow of skilled candidates.
   ·       Manage performance reviews and career development plans for the concierge teams, ensuring clear paths for growth and advancement.
   ·       Foster a positive and supportive work culture, encouraging teamwork, professional development, and guest-centric service.
   Onboard Operations and Quality Assurance
   
   ·       Oversee the daily operations of onboard destination concierge services, ensuring efficient handling of guest inquiries and service requests.
   ·       Drives necessary updates to SOP’s related to concierge services and ensures changes are communicated and acknowledged.
   ·       Collaborate with other shipboard departments to ensure seamless operations that enhance the guest experience from embarkation to disembarkation.
   ·       Ensure that all destination services (excursions, local experiences, transportation, etc.) meet the Ritz-Carlton Yacht Collection quality and safety standards.
   ·       Conduct regular audits and assessments of onboard concierge services to identify areas for improvement and implement action plans to address service gaps.
    
   
   Employee Training and Development
   
   ·       Design and deliver comprehensive training programs for concierge team on guest service excellence, product knowledge, and destination expertise.
   ·       Develop continuous learning opportunities, such as workshops or e-learning modules, to ensure staff remain knowledgeable about new destinations and service enhancements.
   ·       Mentor and coach the concierge team, providing ongoing feedback and development opportunities to strengthen skills and performance.
   ·       Organize cross-training programs with other departments to foster versatility and holistic knowledge of cruise operations.
    
   
   Destination Partnerships for Concierge Services
   
   ·       Build and maintain strategic partnerships with destination service providers (local tour operators, transport companies, guides, hotels, etc.) to deliver enriching guest experiences at each port.
   ·       Negotiate contracts and service agreements with destination partners to secure competitive rates and exclusive guest experiences.
   ·       Collaborate with the product development, marketing and destination teams to promote destination experiences that align with guest preferences and yacht itineraries.
   ·       Stay current on trends and innovations in destination management to continually improve the quality of services and partnerships.
    
   Project Management
   
   ·       Gathers information and resources required to set a plan of action; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
   ·       Sets high standards of performance for self and others; assumes responsibility for work objectives; initiates focus and monitors the efforts toward accomplishing goals; proactively takes action and goes beyond what is required.
   ·       Effectively communicates across all levels of the organization to ensure project success and that user needs are identified and met.  Makes presentations to a wide variety of audiences within the organization and external organizations and at conferences.
    
   Other Duties and Responsibilities
   
   ·       Attends meetings, recruitment events and trade conferences as requested
   ·       Establishes and maintains strong and effective internal communications, including regular department meetings to ensure optimum teamwork and productivity. Encourages the same culture from shipboard leadership.
   ·       Ensures that all cost control procedures are effectively executed to maximize efficiency and minimize cost
    
   
   Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
   
   

Qualifications

• Competency
  
  ·       Bachelor’s degree in hospitality, tourism, business management, or a related field.
  ·       3 - 5 years of experience in a guest-facing role within the cruise, hotel, or travel industry.
  ·       Proven experience in managing recruitment, employee development, and talent management.
  ·       Strong knowledge of global destinations, cultural sensitivity, and the ability to work with international teams and service providers.
  ·       Fluency in multiple languages is a plus.
   
  Skills:
  ·       Exceptional organizational and communication skills, with the ability to multitask and solve problems efficiently.
  ·       Ability to work in a fast-paced, high-pressure environment with excellent attention to detail.
  ·       Strong desire to be part of a world-class luxury operations team and commitment to becoming a luxury hospitality expert
  ·       Able to work cohesively as part of a team and create an optimistic culture amongst the team while promoting a sense of curiosity to learn and grow
  ·       A forward-looking thinker who actively seeks opportunities and proposes solutions
  ·       Solid organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
  ·       Excellent skills of problem-solving and the ability to manage multiple priorities while meeting deadlines
  ·       Trustworthy, high ethical standards, ability to work autonomously, maintain a high degree of confidentiality
  
  Work Environment
  Traveling is required between 30 % and 50%, including internationally.
  Physical Demands
  Requires sitting, standing, walking, bending, and reaching.  It may require lifting or push up to 25 pounds. 
   
  Expected Hours of Work
  The position is full-time and frequently requires working additional time outside of regular business hours.