Concierge

R.A.G. Safety & Marine is looking for candidates for a Concierge (German speaking) for a River Cruise company.

DESCRIPTION:

Basic Function:

This position is responsible for recognizing and offering a personalized service to all guests onboard. The position
provides a personal source of information and service to these guests. The Concierge is also responsible for the
Concierge Service Desk. The candidate must demonstrate an exceptionally positive attitude and the willingness to
fully cooperate with the Cruise Director onboard.

KEY RESPONSIBILITIES:

• Respond to all Guest requests, concerns and issues in a timely and professional manner. Provide premium guest service by handling all communications, verbal or written in accordance with the set standards (French, German language as per assigned area).
• Listen recorded messages, recall guests and assist accordingly as per their requests.
• - Dining and other reservations
• - Obtain tickets for events
• - Provide information about local features such as shopping, dining, nightlife, and recreational services / Spa
• - Make travel arrangements for sightseeing and other exclusive tours.
• - Pick up and deliver items, or run errands for guests.
•  Log and maintain accurate records of all Guest calls, inquiries, concerns and requests using systems provided and in accordance with set procedures.
• Promptly bring up situations that require the attention of the Cruise director.
• 
  Prepare program suggestions and options for the upcoming tours per city/day and have them in handovers to pax printed on the Concierge Service Desk.
• Replying to customer requests prior via the Concierge E mail, management of requests and fulfillment of tasks
• Maintain accurate work order files for easy reference as well as files on daily guest calls made to ensure
• quality assurance according to agreed standards.
• Close cooperation with Cruise Director, Captain, Hotel Manager & rest of the crew to ensure guests satisfaction.
• Support of Cruise Director in delivering the program features on daily basis as per the actual operational needs.
• Personal assistance on excursions and other program features, if needed.
• Establish and maintain effective working relationships with co-workers, Hotel Manager and officers within and across department boundaries through verbal and written communications to support resolution of guest issues in a timely and efficient manner. Maintain and update a library of reference materials associated with the function to assist in answering guest inquiries accurately and in a timely manner. 
• 
  Perform administrative and record keeping.
• 
  Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to ship’s relevant health & safety procedures as required.
• 
  Perform other miscellaneous duties and tasks as assigned by Cruise Director. 

REQUIREMENTS:

• 
  Previous Front Desk experience
• 
  Ability to work under pressure
• 
  Ability to work in a team within International environment
• 
  Multi-tasking skills
• 
  Extraordinary Problem solving skills
• 
  Managing schedules and people: Keep up with guest schedules and remind guests of appointments.
• 
  Four year college degree (or the international equivalent) or the equivalent combination of education and experience.
• 
  Minimum of one year’s Concierge experience, guest services or shipboard employment relating to the concierge functions where face-to-face customer service is required.
• 
  Strong Language skills in Oral and in Written: English + German and / or French spoken
• 
  Exceptional Communication Skills
• 
  Ability to listen and evaluate

LANGUAGES:

• German mandatory
• English or French mandatory