Celebrity Cruises
Concierge and Events - UK
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Concierge and Events - UK
Concierge Role Overview
The Concierge owns the guest’s overall Group, Loyalty & Concierge Class experience, ensuring seamless, premium, and memorable service. As part of the Guest Relations team, they act as the key liaison between:
- Guests
- Groups/Wedding/Events/Charter corporate teams
- Loyalty Corporate teams
- All Hotel and Marine Departments
The Concierge proactively anticipates guests’ needs and expectations to deliver an exceptional and personalized experience—within a collaborative team where accountabilities are fully taken to the highest standards.
Key Responsibilities
- Guest Advocacy & Accountability:
- Serve as the primary contact, advocate, and representative for V.I.P., Loyalty, and Concierge Class guests, ensuring reactive, efficient, and high-quality service.
- Fully own the seamless organization and execution of Group, Loyalty, and Concierge events, coordinating with all relevant departments and stakeholders.
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Guest Relations & Escalation:
- Handle escalated guest concerns with enthusiasm, empathy, and listened responsiveness.
- Maintain a professional, up-scale, and positive approach, resolving issues to satisfaction.
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Space & Environment Management:
- Uphold the physical appearance and ambiance of the Concierge lounge, Loyalty spaces, and conference rooms—ensuring they remain clean, organized, fully stocked, welcoming, and luxurious.
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Knowledge & Coordination:
- Stay fully informed of:
- Brand features and ship-related products
- Revenue services and voyage/destination details
- Guest profiles, preferences, and special requests
- Coordinate personalized guest services, including:
- Transportation
- Restaurant reservations
- Activities & excursions (shore, spa, wine, flowers)
- Tailor needs
- Babysitting
- Etc.
- Stay fully informed of:
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- Leadership & Operational Standards:
- Lead by example with a firm, calm, and composed presence, adhering to WAYS philosophy in guest interactions.
- Promote cleanliness, orderliness, and professional conduct across all guest/crew areas.
- Assume full ownership of incidents requiring direction or resolution, ensuring timely and dignified resolution.
Qualifications & Experience
Work Type:
- Shipboard employment
Language:
- Must speak English clearly, distinctly, and cordially with guests.
Experience:
- 2–3 years in Front Desk/Reception roles at a 4⭐ or 5⭐ hotel.
- Demonstrated experience in managing events with 80+ guests.
- Shipboard guest services experience is strongly advantageous.
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