Concierge (Shipboard)

Department: Destination Experience

Employment Type: Fixed Term Contract

Reporting To: Senior Concierge

Description

The Concierge is responsible for delivering personalized destination expertise and creating seamless, tailored experiences for guests throughout their journey. This role provides expert knowledge of ports, destinations, and shoreside offerings while anticipating guest needs, managing requests, and identifying opportunities to surprise and delight. The Concierge supports shore experience operations, including tour dispatch and shoreside reservations, while assisting guests in creating memorable moments ashore. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Demonstrate exceptional knowledge of destinations, ports, shore experience offerings, and local experiences to provide personalized recommendations and itinerary guidance. 
2. Consult with guests to understand their preferences and tailor destination experiences, including shore experiences, dining recommendations, activities, and bespoke arrangements. 
3. Support shore experience operations, including tour dispatch, tour escorting, and ensuring a seamless experience before, during, and after excursions. 
4. Manage and coordinate shoreside and onboard requests, including restaurant reservations, spa, beach experiences, transportation arrangements, travel-related assistance, lost luggage support, and other requested services. 
5. Provide Concierge Desk coverage as required, maintaining a welcoming and professional presence, assisting guests with inquiries, and requests, with a focus on destination guidance, recommendations, and personalized support throughout the guest journey. 
6. Identify opportunities to personalize the guest experience through thoughtful recommendations, proactive assistance, and surprise-and-delight moments. 
7. Collaborate with Suite Ambassadors by sharing guest preferences, insights, and relevant information to support a personalized guest journey. 
8. Welcome guests returning from shore experiences, collect guest feedback, and gather insights to enhance future recommendations and service delivery. 
9. Maintain strong working relationships with onboard departments, external partners, and destination providers to ensure seamless coordination. 
10. May be requested to support operational translation services 

Qualifications

• Hold valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the contract's duration, as appropriate to the position.
• Possess a recognized hotel qualification/certification.
• Possess a minimum of two (2) years of experience in a similar role at a luxury cruise or luxury hotel property.
• Demonstrate strong communication skills, with an outgoing personality and a willingness to engage with guests; proficiency in multiple languages is highly desirable, with emphasis on French, Italian, Spanish, Portuguese, German, Mandarin, Russian, and/or Arabic.
• Demonstrate excellent written and verbal communication skills, essential for creating clear and informative documentation.
• Demonstrate proficiency in Microsoft Office and relevant operational systems to support documentation, reporting, and daily communication.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the Lady or Gentleman 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. The Lady or Gentleman must occasionally lift and/or move up to fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving 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 fifty (50) pounds.

COMMUNICATION
All Yacht Ladies and Gentlemen must be able to communicate in the English language 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.