Concierge and Events - UK

About the Role

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.

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 owners 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, 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.