Neptune Lounge Concierge

Holland America Line
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Holland America Line has been operating for more than 140 years and we are a recognized leader in the cruise industry, operating a fleet of premium mid-sized ships. We believe travel has the power to change the world and we take pride in playing our part in opening minds, building connections, and inspiring a shared humanity. Our fleet of 14 ships visits all seven continents and annually offers more than 500 cruises to more than 400 ports of call in close to 100 countries. Holland America Line crew members are the heart of the operation and work enthusiastically to ensure that each guest has a memorable vacation.

We are looking for an customer service experts for the role of Neptune Lounge Concierge. Our Neptune Lounge Concierge are leading all aspects of the day-to-day Concierge Services for our Neptune & Pinnacle Suite Guests to ensure all guests are provided with a premium level of service.

Contract lengths will be 6 months with a 2 months unpaid leave period.  Flights to and from the ship are paid for, all visa costs will be reimbursed and we will apply for a Dutch Seaman's book for you.

Neptune Lounge Concierge – Petty Officer – shared cabin accommodation, uniforms are provided on board.

PURPOSE OR MISSION:

• The delivery of upscale concierge services to all guests booked in Pinnacle and Neptune Suites.
• The upkeep of immaculate presentation standards in the Neptune lounge.
• The effective administration, accurate compilation and timely production of all required documentation and reports.
• Implementing and maintaining the elements, services and standards as defined in the HAL Concierge Manual.
• Providing guidance, direction and supervision to the Concierge Assistant.

KEY RESPONSIBILITIES:

1. Delivery of upscale services to all guests booked in Pinnacle and Neptune Suites by
   
   • Being the go-to person and main contact for all matters relevant to their stay, providing answers to inquiries in a speedy, gracious and professional manner.
   • Coordinating all requests with the concerned departments to achieve positive outcomes.
   • Facilitating guest requests such as Restaurant Reservations, Shore Excursion bookings, In-Suite Spa treatments.
   • Taking initiative in handling any concerns expeditiously and effectively.
   • Providing personalized, individual and specifically tailored services by acquiring knowledge of guests’ history and preferences to anticipate their needs.
   • Walk around /visit Club Orange and Pinnacle Restaurants during suite breakfast – check on Guests’ wellbeing / Ensures their visibility in public areas including but not limited to Restaurants, Show Lounges, Gangway, etc.
   • Create ‘Wow’ moments whenever opportunities arise.
   • Promote various services and programs as appropriate to generate revenue.
   • Must be well-versed on the ship’s daily activities and facilities including but not limited to Spa, Gift Shops, Photo, Art, etc.
   • Maintaining a reference library of important items in ports of call such as facilities available in the terminal areas specifically with ADA and/or elderly guests in mind or those traveling with children.
   • Provide premium Guest service by handling all communications, verbal or written, in accordance with the set standards.