Job details

Personal Concierge (Shipboard)

Description

Always one step ahead, The Personal Concierge is among one of the first and last points of contact for guests. Expert influencers of the guest experience, anticipating the guest’s needs every time that an opportunity presents itself. Highly trained in the art of conversation and mindfully precise service, this critical Guest Services position acts as the single point of contact for guests, both in coordinating their experience and communicating the details to each of the onboard functional teams.

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

Reaches out to guests seven days prior to sailing to build a connection and enquire around expectations for the sailing. Captures the guest’s preferences at this time and provides opportunities to finalize reservations and onboard experiences. Partners with the Special Services team to coordinate the delivery of all guest experiences

Owner of the onboard experience for all guests within their care, proactively staying ahead of the guest’s needs through communicating ahead of time and by timely follow-up with the respective department heads. The ultimate insider, providing recommendations for onboard services including The Spa and restaurant reservations. Makes thoughtful recommendations to guests about upcoming ports of call, Shore Collection experiences and stays close to the experience follow-up and enquiry

Actively promotes all areas of the onboard guest experience, anticipating the needs from each particular guest and shaping recommendations based on the guest’s expectations, desired wishes and vacation goals

Acts as the single point of resolution for all guests in their care, encouraging guests to provide feedback around their experiences to enable immediate conflict resolution. Liaises with the onboard functional heads to provide feedback on guest issues and drives to a resolution before closing the loop with all guests on final outcomes. Reports where appropriate in the Guest Log

Strives to meet every guest in their care at check-in, walking onboard and offering guests the opportunity to be escorted personally to their suite. Provides suite familiarization to all guests upon arrival to the suite or ensures the Suite Attendant delivers familiarization where not possible to be provided in person

Qualifications

Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position

Experience within luxury hotel or cruise delivering personalized luxury service and hospitality

Knowledge of luxury butler programs and awareness of the importance of an anticipatory service culture

An influencer with a natural charisma for taking the lead in guest situations and determining best needs of the guest in all situations

Capable of understanding the application software being utilized to support The Personal Concierge Program

While performing the duties of this job, the 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. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and 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 50 pounds.
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.

About The Ritz-Carlton Yacht Collection

Designed to combine the luxury lifestyle of The Ritz-Carlton® and the casual freedom of a yachting vacation, The Ritz-Carlton Yacht Collection will offer voyages on three custom-built yachts. Calling on unique and distinguished destinations alike, most voyages range from seven to ten nights, offering many overnight calls and uniquely curated experiences ashore. Each yacht will feature 149 suites, each with its own private terrace, and accommodate up to 298 guests in a relaxed, casually elegant atmosphere. As with The Ritz-Carlton® on land, each yacht will feature personalized service, elevated dining and luxury amenities. The yachts are also available for private charter.

Ritz-Carlton Glassdoor Company Review

3.9

Ritz-Carlton DE&I Review

No rating

CEO of Ritz-Carlton

Hervé Humler

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By Ritz-Carlton

Puttin' on the ritz is second nature to this hotelier. The Ritz-Carlton Hotel Company operates about 100 luxury hotels in some 20 countries offering premium accommodations and amenities for business and leisure travelers. Located in prime destinat...

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INDUSTRY

Hotels & Resorts

TEAM SIZE

10000+

LOCATION

Hybrid, based in Chevy Chase, MD

DATE POSTED

July 20, 2023