Retreat Concierge Royal Caribbean Group

The Retreat Concierge owns the guest’s overall Retreat experience, offering a seamless execution of
premium service that is both exceptional and memorable. As part of the Guest Relations team, the Retreat
Concierge is the liaison between the guest and all Hotel and Marine Departments, proactively anticipating
every guest’s needs and expectations. The Retreat Concierge must possess outstanding hospitality,
communication and organizational skills in addition to effective decision-making abilities. Paying keen
attention to detail, the Retreat Concierge is held fully accountable for the quality of their guests’ overall
personalized experience. This individual will work in a team of concierges who take full ownership and
accountability for any concerns, questions and queries to the highest level of expectation. The Retreat
Concierge provides a personalized experience, where the anticipation of guests’ needs, and expectations
are executed in a flawless timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES
ü All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS
standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators,
environmental, and safety policies in any area of the ship required
ü Acts as primary contact, advocate and representative for all Retreat guests, reacting efficiently and
effectively to achieve impeccable results
ü Collaborates with all key stakeholders within the Retreat experience, forging strong lines of
communication with all Butlers, Stateroom Attendants, Shoreside Concierge, Retreat & Luminae Team
members regarding any guest requests, preferences, arrangements and opportunities
ü Responds to escalated guest concerns in an up-scale, considerate, professional and positive
manner, showing empathy and actively listening
ü Maintains the aesthetic, operational function and ambiance of the Retreat Lounge and Sun Deck
ensuring a welcoming and luxury environment in accordance with current standards of excellence
ü Maintains complete knowledge of all brand features, ship related information, revenue products,
information, voyage/destination related information, guest information and preferences
ü 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.
ü 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
QUALIFICATIONS
Hiring External Candidate Requirements
Minimum of two (2) years guest facing service experience in a luxury environment which commits to
extensive concern resolution.
Combination of education equivalent to high school diploma or any other source of education, training or
experience that provides the required knowledge, skills and abilities.
Confident, well-groomed appearance with a warm and welcoming demeanor.
Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict
resolution, food and beverages and the ability to confidently speak on and properly serve such items.
Ability to fulfill the above mentioned Key Responsibilities and all reasonable company requests.
Additional Internal Candidate Requirements
Completion of one contract in a guest contact / front-of-house capacity or have significant experience in a
luxury guest facing role with a performance rating above “Effective”, passing of the Talent Plus Assessment
(Exceptional cases can be reviewed on a “case by case basis”)

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 or German preferred.