Job Details

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The Concierge is to ensure the ultimate guest experience onboard Oceania Cruises vessels by aiding effective communication of information through all departments;

Responsibility and Authority

Education and Experience

Well organized;

Excellent appearance and excellent social skills;

Ability to perform well under pressure;

Ability to work in an international environment;

Outgoing personality, open minded and flexible;

Strong leadership skills and practice "leadership by example";

Excellent administrative skills;

Understanding of the highest level of service;

Experience in front office preferred;

Travel industry and previous shipboard experience required;

Hospitality Background preferred;

NVS – Visual Reservation System

Micros / Symphony POS

Cruise Management, EmbarkD

Fidelio Cruise including (but not limited to) modules:

MS Office Suite

Systems

Comply with company safety and pollution prevention regulations.

Participate in crew and passenger safety drills according to instructions from ship’s command;

Prepare a hand over report prior to leaving the vessel as described.

Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.

Monitor the practical application of the Company's policy, procedures and instructions.

Safety

Promotes and Participates in Signature Service Training Program.

Supports Front Office Staff in Guest Relation Skills;

Training and Development

Performs all other duties as requested by supervisor.

Assisting Executive Concierge to issue on board credits as good will gestures;

Assisting Executive Concierge to process OBC after sailing with Amenity Systems;

Assisting Executive Concierge on Guest Upgrade Charging via Micros;

Finance

Providing the link between Guests and Executive Concierge/ General Manager.

Assisting Executive Concierge to provide Front Office with adequate information on the ports of call through contact with Destination Services, Port Agents and any other sources available to maximize the information on hand for Front Office teams;

Assisting Executive Concierge to provide ensure that Front Office Staff are prepared for the embarkation of new guests;

Assisting Executive Concierge to coordinate, organize and supervise front office operations through directly managing Assistant Purser, Reception Staff and Night Audit on Guest Service Areas;

Front Office

Follow any other guidelines by Executive Concierge regarding operations for any specific cruise.

Hosting guest table;

Attend Oceania Club, Captain Welcome Reception, and on request, Group Private Cocktail Parties

Providing Information on Guest issues to Executive Concierge to prepare Cruise End Report on all Guest Service Areas covered throughout voyage;

Assisting Executive Concierge regarding guests not following our smoking policy and send letter;

Assisting Executive Concierge to coordinate Back to Back guest list with Second Purser; including possible changes of staterooms;

Assisting Executive Concierge researching guest queries in NVS;

Assisting Executive Concierge to process late and additional gift orders and credits;

Responds and deals with guest comments received via the mid cruise questionnaire. Insert comments/action on the log;

Monitors and follows up Reception Maintenance Logbook on daily basis;

Monitors IssuTrax and follows up on guest issues.

Cruise Operations

Assisting Executive Concierge with Turn Around Memo - Embarkation section.

Assisting Executive Concierge to prepare and audit group amenity files and to coordinate with second purser to ensure consistency of information from NVS (Visual Reservation System to Fidelio);

Assisting Executive Concierge to supervise and coordinates guest check in; including briefing of check-in staff in the terminal;

Prepares GM Welcome letter for VIP;

Prepares Welcome letters for groups;

Assists Executive concierge to distribute all VIP information;

Assisting Executive Concierge to instruct front office on world card printing in coordination with Assistant Purser after the heads up from Second Purser;

Ensures guest embarkation and pre embarkation set ups are completed in a timely manner;

Cruise Preparation

Operational and Administrative

Ensure Concierge Lounges facilities are well maintained and provide appropriate guests’ services as per training guidelines and Oceania Cruises standards.

Provides assistance for guest who embark/disembark the ship early/late; due to medical or personal reasons, if necessary activates Oceania (Berkely Insurance);

Port arrangements including but not limited to dining venues, special arrangements such as flowers, car hire, etc;

Provides information related to ports of call including but not limited to concerts, theatre, exhibitions, private arrangements (private cars with drivers and private tours arrangements are referred to Destination Services) etc;

Ensures all Cocktail Parties onboard, with the exception of the Oceania Club Party, are executed in the way in which they have been ordered by the guest/group;

Groups Liaison coordinating cocktail parties and group amenity requests;

Assisting with confirming, and where possible changing airline tickets, seats and wheelchair assistance at airports for guests.

Provides and co-ordinates special services onboard;

Supports front office staff with queries from guests and takes control of issues with guests when they go out-with the scope of front office;

Assist with suite upgrades which are coordinated with Executive Concierge;

Deals with Lost Luggage;

Meets guests to discuss complaints and comments;

Ensuring staff training, development and knowledge throughout concession outlets is maintained at optimum levels to facilitate the guests’ experience.

Pro-active approach to problem solving;

Demonstrates a genuine concern for guests’ wellbeing at all times;

Guest Experience

Guest Relations

Ensure appropriate follow up on guest issues addressed to the Front Desk.

Assist the Executive Concierge and ensure Front Office staff provide standards of service consistent with the Company's expectations;

Assisting Executive Concierge to ensure Front Office staff provide standards of service consistent with the Company’s expectations;