The Concierge is responsible for ‘Delivering the Wow’ while providing a variety of
personalized services and information to entitled guests inquiring at the Concierge
Lounge. Actively listens and extends assistance in order to resolve all guest issues and
concerns. A strong guest satisfaction disposition is mandatory, a people person with a
great sense of humor. Concierge must possess outstanding hospitality, focused customer
service, strong communication and organizational skills and effective decision-making
abilities. Maintaining a high level of professional appearance and demeanor at all times is


All duties and responsibilities are to be performed in accordance with Royal Caribbean
International’s The Royal Way, SQM policies and procedures, USPH guidelines,
environmental, workplace safety policies and procedures. Each shipboard employee may
be required to perform all functions in various venues and throughout the ship.
In accordance with Royal Caribbean International’s philosophy of Anchored in
Excellence , each employee conducts oneself in a professional and courteous manner at all
times. This consists of physical and verbal interactions with guests or fellow shipboard
employees and/or in the presence of guest contact and in crew areas.
1. Responsible for being a determined and focused performer in a team of
empowered Guest Services professionals who will strive to deliver focused and
extraordinary customer service in accordance to the Guest Services Vision and
Mission Statement. The Concierge takes ownership and accountability for
reacting to guest feedback and requests effectively and efficiently. Through
maintaining knowledge of all suite guest and/or eligible C&A Society guest
ratings and comments, assists in maintaining a culture throughout the Guest
Services team for owning issues and resolving to complete satisfaction.
2. Must practice sound and prudent business sense and high professional ethics at all
times. Maintains guests’ confidence and protects organization’s reputation by
keeping guest and company information confidential. Enhances department and
company reputation by accepting ownership and accomplishing a diversity of
requests while exploring opportunities to add value to job accomplishments.
3. Always ‘Looking the Part’, the Concierge plays a key role in being the first
impression for the brand and our guests. Through effective ownership and by
taking initiative to ‘Own the Problem’ the Concierge will always seek to take
accountability for delivering outstanding problem resolution.
4. Maintains safe, secure, and healthy environment by enforcing organizational
standards, procedures and legal regulations. Effectively monitors, oversees and
makes improvements to workplace safety within the division and throughout the
ship. Attends safety drills, meetings, training activities, courses and all other
work-related activities as required.
5. Introduce themselves to all eligible guests pre-cruise via Royal Calls and email.
Explains the special services provided by the Concierge, and the guidelines for
usage of the Concierge Lounge. Greets all guests immediately with a friendly and
sincere welcome. Uses a positive and clear speaking voice and takes the time to
understand all requests in detail. When answering the phone in the lounge, uses
proper telephone etiquette as a key requirement. Must ensure that telephones are
answered promptly using positive and clear English communication and using the
guest’s name at all times where possible.
6. Makes every effort to personally escort the Royal Suite guests from the pier on
boarding day. Places courtesy calls to all suite guests no later than by the
morning of the second day of the cruise vacation using the GAS protocol.
7. Responds to escalated guest concerns in a considerate, professional and positive
manner by showing empathy and listening actively. Provides information and
answers inquiries pertaining to ship services. Takes ownership of guest concerns
by following up and ensuring complaints are resolved to the guest’s satisfaction
as well as documented in the Guest Resolution Log.
8. Maintains current knowledge of all ship’s regular events and special functions by
reviewing all available data in order to provide guests with accurate and
up-to-date information to answer questions and handle any special requests.
9. Makes reservations for various activities and services such as dining, wine, spa,
shore excursions, flowers, private bridge or galley tours, tailor service, tuxedo
rental, baby-sitting, special needs, etc., for eligible guests. Follows up to ensure
amenities are delivered as specified. This may require prior communication via
email to our suite guests therefore proper writing skills are a must.
10. Maintains Suite Services Folder information and ensures that the folders and
related material is up to date and in good condition in all eligible Suites as well as
ensuring they are delivered to the suites prior to guest arrival. Maintains the
physical appearance of the Lounge; picks up and disposes of trash and organizes
the items on tables, shelves, etc. Ensures the Lounge is stocked with beverages
per the The Royal Way (GAS), snacks, magazines, videos/DVD, music, board
games etc. Maintains the displays of the Daily Compass, planners, menus, wine
lists, etc. stocked and updated.
11. Assists departure morning with the enhanced departure process by hosting the
suite guests in a designated lounge and ensuring that all communication related to
the process is communicated to the guests.
12. Utilizes great interpersonal skills in working closely with other Guest Services
positions and other divisions onboard with an ultimate goal of providing the suite
guests with an exceptional vacation experience.
13. Ensures the hand-over notes are a comprehensive report that includes any
procedural changes that occurred since the last time onboard. Assists the
incoming Concierge by providing an effective hand-over process.
14. Performs related duties as required. This position description in no way states or
implies that these are the only duties to be performed by the shipboard employee
occupying this position. Shipboard employees will be required to perform any
other job-related duties assigned by their supervisor or management.


Minimum hiring, language and physical requirements to perform the job.

Internal Candidate Hiring Requirements

Internal candidates are required to fulfill the following:

  • Completion of one contract as a Guest Services Officer with a performance rating of
    satisfactory or above or minimum of one year experience in a Concierge position
    within the hotel field or related industry.
  • Proven exceptional customer service skills to interact with guests in a considerate,
    professional and positive manner by showing concern and listening actively.
  • Ability to communicate tactfully with guests, department heads and shipboard
    employees to resolve problems and negotiate resolutions.
  • Ability to operate basic office equipment, including telephones, computers and copy
    machines etc.
Language Requirements
  • Ability to speak English clearly, distinctly and cordially with guests.
  • Ability to read and write English in order to understand and interpret written
    procedures. This includes the ability to give and receive instructions in written and
    verbal forms and to effectively present information and respond to questions from
    guests, supervisors and co-workers.
  • Ability to speak additional languages such as Spanish, French, German, Italian,
    Portuguese, Chinese, Japanese, Korean, Swedish, Norwegian, or Danish is preferred.
Physical Requirements

While performing the duties of this job, the shipboard employee is regularly required to
stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear;
and taste or smell. Specific vision abilities required by this job include close vision,
distance vision, color vision, peripheral vision, depth perception, and ability to adjust
All shipboard employees must be physically able to participate in emergency life saving
procedures and drills. Full use and range of arms and legs as well as full visual, verbal
and hearing abilities are required to receive and give instructions in the event of an
emergency including the lowering of lifeboats. Ability to lift and/or move up to 50

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