Chief Concierge

Position Summary

The Chief Concierge’s primary responsibility is to supervise and train the Concierge team ensuring the highest standards of personalized service are achieved, while adhering to the budgetary guidelines stipulated for Destination Experiences, private arrangements and Concierge services. The Concierge ensures excellence in the execution of The companies luxury standards in relation to all Residents and Guests satisfaction goals.

Essential Functions, Duties & Responsibilities

JOB SPECIFICS

• Exceed Residents’ and Guests’ expectations in every aspect of personalized, quality, luxury, service
• Develop, monitor and achieve company and department goals and objectives; assists in effectively communicating operational updates through daily line ups and departmental meetings
• Continuously review the operation and make recommendations to enhance the product; assist CM with follow up and resolution of Residents and Guests issues; address AVO and iCan submissions, stay abreast of industry trends with a view to implementing onboard; create / revise Standard Operating Procedures (SOP)
• Contribute to the development of the onboard product and our commitment to “bringing the destination alive” by creating and delivering events and experiences for Residents and Guests
• execute policies and procedures as appropriate to the position; execute safety duties as per the Emergency Plan and Station Bill, participate in In Port Manning as required
• Assist with Ship tours, zodiac landings, Marina days, Expeditions, and other activities as required
• Update and return in a timely manner the Destination Service Punchlist to the Florida Office Destination Services Planning Team
• Anticipate the needs of Residents and Guests by ensuring personal preferences are communicated to the team and used proactively
• Assist in the preparation and proofreading of destination related publications
• Actively participate in the TV Daily Show to promote and inform the Resident Community of the upcoming ports
• Conduct training of escorts for Destination Experiences
• Promote Destination Experiences to maximize participation
• Assist in the completion of reports, such as destination reports, end of month reports
• Assist with creating the content of the daily television show and participate in the filming as needed
• Research local service providers and local attractions, such as transportation and restaurants
• Actively develop and support relationship with other Les Clefs d’Or members in various ports of call to source best suggestions, as well as the LCd’O organization worldwide (Austrian chapter)
• Participate in familiarization trips, as needed
• Oversee the dispatching of Destination Experiences, transfers, private cars and shuttle buses
• Escort Destinations Experiences as needed
• Ensure all team members are fully trained and understand the LQA (Leading Quality Assurance) standards and that they are delivered consistently

PEOPLE MANAGEMENT

• Develop a positive working relationship to ensure a team orientated atmosphere
• Lead by example using a fair and transparent, “hands-on” management style; be highly visible and approachable to Residents, Guests and Crew
• Ensure team members are treated in a positive, fair and equitable manner, that any issues are resolved; recognize crew for their accomplishments
• Coach and develop direct reports and lead onboard training
• Follow Company performance management procedures by monitoring team performance, providing timely constructive feedback and guidance
• Together with the Concierge Manager prepare and conduct both mid-contract and end-of-contract appraisals.

FINANCIAL MANAGEMENT

• Assist in developing, managing and adhering to the hotel operating budget
• Place orders according to the provisioning schedule and based on budgetary guidelines; maintain par stock levels; minimize waste and breakage

Qualifications, Education and Experience

• Minimum of 3 years’ relevant Concierge experience on a luxury cruise ship, private club, boutique hotel, luxury hotel or resort
• Degree in Hospitality Management or related field preferred
• Good computer skills to include Word, Excel and Outlook
• Working knowledge of point of sales systems, inventory management systems, Fidelio and computerized reservation systems
• Able to read, write and speak fluently in English
• One additional language (German, French, Italian, Spanish) preferred
• Experience working in a multi-cultural environment
• Ability to handle stress and to work under pressure in a dynamic environment
• Active membership with Les Clefs d’Or preferred

Working Conditions

• Ability to work long hours, day or night, including weekends and holidays.
• Able to work 7 days a week for an extended period of time.
• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All team members must be physically able to participate in emergency life-saving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Work within different temperature changes—indoors to outdoors.

Ability to pass STCW basic safety course.

This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.