Reports To: Front Desk Manager / Guest Services Manager
Summary of Job: The delivery of upscale concierge services to all guests booked in Pinnacle and Neptune Suites.
The upkeep of immaculate presentation standards in the Neptune lounge.
The timely communication of all relevant matters to the FDM / *GSM.
The effective administration, accurate compilation and timely production of all required documentation and reports.
Implementing and maintaining the elements, services and standards as defined in the HAL Concierge Manual.
Providing guidance, direction and supervision to the Concierge Assistant.
Delivery of upscale services to all guests booked in Pinnacle and Neptune Suites by:
Being the go-to person and main contact for all matters relevant to their stay, providing answers to inquiries in a speedy, gracious and professional manner.
Coordinating all requests with the concerned departments to achieve positive outcomes.
Facilitating guest requests such as Restaurant Reservations, Shore Excursion bookings, InSuite Spa treatments.
Taking initiative in handling any concerns expeditiously and effectively.
Providing personalized, individual and specifically tailored services by acquiring knowledge of guests’ history and preferences to anticipate their needs.
Walk around /visit Club Orange and Pinnacle Restaurants during suite breakfast – check on Guests’ wellbeing / Ensures their visibility in public areas including but not limited to
Restaurants, Show Lounges, Gangway, etc.
Promote various services and programs as appropriate to generate revenue.
Must be well-versed on the ship’s daily activities and facilities including but not limited to Spa, Gift Shops, Photo, Art, etc.
Maintaining a reference library of important items in ports of call such as facilities available in the terminal areas specifically with ADA and/or elderly guests in mind or those traveling with children.
Provide premium Guest service by handling all communications, verbal or written, in accordance with the set standards.
Upkeep of immaculate presentation standards in the Neptune Lounge
Ensure that all Neptune Lounge operational and presentation standards are in keeping with the Company’s brand expectations.
Be diligent with the overall upkeep of the lounge, issuing work orders as required and following up for timely completion.
Timely communication of all relevant matters to the Front Desk Manager/ *Guest Services Manager
Liaising closely with the FDM / *GSM to keep them well informed of all relevant matters on guests’ wellbeing and potential issues that could escalate.
Keep a running Suite log documenting visits, comments, happenings, requests.
Effective administration, accurate compilation and timely production of all required documentation and reports
Preparation and delivery of all embarkation and disembarkation matters.
Log and maintain accurate records of all Guest inquiries, concerns and requests through AIMS and in accordance with set procedures. Keep the FDM / *GSM promptly and consistently informed of situations that require the attention of various onboard departments, heads of department or corporate.
Handle compensation issues within guidelines, ensuring optimum balance and adequacy between the severity and nature of the issue and the related offering in each instance.
Implementing and maintaining the elements, services and standards as defined in the HAL Concierge Manual
Assist with and support the delivery of the elements of the Global guest program as specified and as they apply to Guest Services which may include attendance to official guest events.
Pro-actively reach out to suite guests if they have not been in touch.
Spot checks of suites’ cleanliness throughout the Voyage.
Ensure the suite interaction log is up to date and maintained with all pertinent information to be shared with HOD’s.
Work with the Event Coordinator and other concerned staff to ensure prompt and accurate delivery of amenities. When necessary, conduct spot checks for correct presentation.
Providing guidance, direction and supervision to the Concierge Assistant
Manage a Guest Service Associate, who will be the Assistant Concierge on a part-time basis.
Provide guidance and oversight, ensuring completion of their daily duties in accordance with Brand standards.
Keep open lines of communication with the FDM / *GSM on the performance of the Assistant
Acting in compliance with all Brand Standards, Operational Procedures, Marine Hotel Regulations and Directives as they apply to the department.
Complying with safety and environmental regulations as they apply to the position.
Adhering to and complying with all official regulations issued by local authorities.
Accountable for ensuring cash handling is in compliance with the established policies and accounting procedures.
Actively promote the use of the Company’s proprietary Navigator App and responsible for acquiring the necessary skills and knowledge to effectively assist guests with the workings of the App.
Maintain effective and productive working relationships with staff, peers, managers and officers.
Follow and adhere to all health and safety procedures, training and requirements.
Comply with company policy regarding waste separation and environmental compliance.
Lead by example in matters of professionalism, ethics, responsibility, integrity, ownership, engagement and personal presentation.
Must have a basic knowledge of USPH policies and regulations as they relate to the F&B part in the Neptune Lounge.
Perform other miscellaneous duties and tasks as assigned by the Head of Department.
Minimum preferred education: Associates Degree
Discipline/Major: College or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
Years and area of professional experience required for the role): Minimum two years’ experience in a Hotel or relative establishments; or minimum two years’ experience in a Guest Services related position onboard a ship.
The ability to work effectively and constructively across the organization both shipboard and corporate. The ability to be flexible, decisive and quick thinking.
The ability to handle constantly changing priorities. A genuine interest in working with and helping guests, the ability to handle complaints and deal with difficult situations. Must possess strong organizational, multi-tasking and presentation skills. Able to write and produce operational documentation.
An intermediate to advanced working knowledge of Microsoft Word, Excel, Outlook and PowerPoint is required. Experience with other computer systems and programs is an advantage.