CRUISE CONCIERGE / CRUISE DIRECTOR / SHORE EXCURSION

415b.0 Cruise Concierge (MV Tere Moana)

415b.0.a Section 402 General Job Requirements for all Hotel Crew is part of this job description and should be read and understood.

415b.0.b Reporting to: Hotel Director

415b.0.c Primary Objective of Position:

1. Providing guests with prompt, friendly and personalized guest services and shore excursions
2. Providing guests with entertainment, events and other activities for guest enjoyment in a consistent and effective manner
3. Being in charge of all guest related administrative and printed matters
4. Supervision of the Reception & Travel Desk

415b.0.d Major Areas of Responsibility

1. Supervision of and delegating responsibilities to:

• Receptionists
• Pianist

2. Reception & Travel Desk

• This responsibility is split between Cruise Concierge and Chief Purser. The Chief Purser responsibilities of the Reception & Travel Desk are related to finances and billing. The Cruise Concierge is responsible for the day-to-day operation of the Reception & Travel Desk is related to guest services and shore excursion services.
• Providing efficient and courteous service to each guest at the Reception & Travel Desk.
• Maintaining desk area to ensure that it is presentable, clean and orderly at all times.
• Overseeing that guests special wishes and preferences are taken care of and communicated to other departments
• Resolving guest concerns immediately and/or liaises and informs the respective department head
• Liaising with Hotel Director in regards to guests comments related to own and other departments and services
• Answering questions about shipboard matters, ports of call, shore excursions and cruise experience
• Providing personalized service by organizing guest invitations for dinners, cocktail parties, events, etc.
• Overseeing all printed matter is printed for guests, including creating and printing of all printed information concerning the shore arrangements, ports of calls, maps and any other relevant information,
• Booking future cruises and administers future cruise credits
• Following up on finding lost luggage and prepares related reports and documentation.
• Assisting the Receptionists with check-in and check-out duties concerning guests, including but not limited to, payment of accounts, registration credit cards and passports.
• Maintaining and administers all reports and logs held at the Reception Desk: reception log, lost and found, guest maintenance requests, complaints and property damage, etc.
• Ensuring that Reception staff is well aware of the shore excursions offered and their descriptions, daily program, ship areas, etc.

3. Shore Excursions

• Selling shore excursions.
• Liaising directly with shore side excursion concessionaire Personalized Services (based in Las Vegas) for all excursion bookings, queries, special requests, complaints, reimbursements etc.
• Conducting accurate and informative port talks for each port visited and ensuring that all tour descriptions onboard and online are current,
• Liaising and communicating with tour operators to confirm shore excursions, coaches, guides and any other arrangements required to ensure a smooth guest experience
• Supervising the debarkation for shore excursions and private arrangements, and the loading and dispatch of excursions.
• Being present upon de return of shore excursions to monitor guest experience.
• Communicating tour counts to tour operators and all concerned department heads accurately and in a timely manner,
• Agreeing on tour participant counts with the tour operators upon shore excursion departure.
• Controlling tour availability and ensuring extra space for sold-out excursions to maximize revenue.
• Making financially viable decisions to cancel tours in case of low participation and at the same time planning for alternatives to offer to those guests affected.
• Developing and researching new tour ideas
• Administering Fidelio in relation to guests billing of excursions.
• Completing cruise end shore excursion reports for the Chief Purser and Hotel Director, ensuring the total of tours sold match final excursion reports of Fidelio. Ensuring that all shore excursion accounts and forms are completed and reconciled promptly,

4 Activities

• Scheduling all shipboard guest activities.
• Producing daily program and general guest information. Ensuring accuracy of this information, including entertainment, social activities, port information, tour information, onboard opening hours, etc.

5. Socializing

• Interacting with guests, showing interest in guest’s conversation, applying discretion at all times and following up if appropriate. Monitoring guests’ interaction in activities and events, taking corrective action if needed.
• Being available to assist guests with all of their queries, providing them with personalized service.
• Attending all Cocktail Parties, and at times hosting dinner tables with guests at the Hotel Director’s request.

6. Entertainment and Activities

• Acting as Master of Ceremony in all social events
• Overseeing, supervising and sometimes directing of onboard talent and shows ( Crew Show, Guest Entertainers, Pianist, etc.).
• Supervising daily entertainment duties of the Pianist, and scheduling non-entertainment duties of the Pianist.
• Supervising the organization of private events as per guests’ requests (private cocktails, etc.)
• Ensuring that all activities are well attended and participated by guests.
• Assisting other department’s operations and activities if needed (e.g. immigration inspection, check in, ships visitors, ship tours, tour guides for shore excursions, etc).

7. Embarkation/Debarkation

• Organizing guest embarkation/disembarkation, tender and tour dispatch, shore side transportation and shore events (where applicable).
• Contacting and informing the agent in the embarkation port to ensure taxis are available for independent guests.