Shore Concierge Manager for Silversea Cruises

V.Ships Leisure is looking for Shore Concierge on behalf of Silversea Cruises.
Overall responsibility of delivering high quality, efficient, individualized and technically excellent shore concierge services whilst complying with any Company Policies and towards a goal of achieving total guest satisfaction.

Key Responsibilities

• Responsible to oversee a safe and profitable operation of all shore excursion programs.
• Provides guests with the highest quality guest services, demonstrating genuine concern for guests wellbeing at all times.
• Provides guests with detailed port and tour information, one to one personalized consultations and port briefings.
• Coordinates, organizes and supervises the shore concierge operation.
• Provides a highly visible presence at the shore concierge desk and during tour dispatch to verify the smooth running, acting on and following up any issues found to ensure that standards are not affected.
• Proactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly. Demonstrates upmost sincerity and hospitality with all guest interactions.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests’ satisfaction.
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and end of cruise comment cards and acts accordingly. Guest satisfaction being measured on a cruise by cruise basis by guest rating scores.
• Provides personalized independent information in each port.
• Secures private arrangement requests ashore.
• Works in collaboration with the Guest Relations Manager to oversee all guest arrangements pertaining to disembarkation.
• Reviews disembarkation questionnaire prepared by Guest Relations Manager and sends booked onboard transfer letters to the Guest Relations Manager.
• Acts as the ships liaison, host and coordinator of all arrangements appertaining to the Silversea Experience.
• Responsible to build destination knowledge and share with the shore concierge team and associated departments.
• Prepares and submits Shore Concierge Manager reports and profit analysis after each voyage.
• Prepares cruise reports identifying and suggesting ways to improve guest service and satisfaction.
• Accurately completes cruise end accounting.
• Maximizes revenue and minimizes operating expenses without negatively affecting the product for guests and crew.
• Participates in budget preparation as required by the Hotel Director and Corporate office.
• Responsible to accurately settle accounts with tour operators, via MXP systems.
• Strives to maximize revenue and exceed budget.
• Prepares tour schedule prior to each cruise.
• Maintains an updated and accurate filing systems for reference.
• Distributes internally tour schedules and participation lists.
• Oversees programming of the computers for tour ticket sales.
• Responsible to provide information related to ports of call (concerts, theatre, exhibitions) and assists with all arrangements requested (restaurant reservations, car hire, hotel reservations, theater tickets).
• Prepares and presents professional port briefings and talks which must follow the SS template, including all ports of the current voyage.
• The SCM have overall responsibility of the tour booking form.
• The SCM is responsible for promoting all shore excursion onboard.
• Provides personalized services ashore and coordinates special requests.
• Proactively communicates with tour operations to ensure that tours and equipment are reserved to accommodate Silversea guests.
• Displays a full and comprehensive knowledge of the ships facilities, ports of call and services.
• Acts as a continual source of help, assistance and information to all guests.
• Maintains a high level of communication and feedback with the Hotel Director as well as other departments around the ship.
• Supervises and ensures that an equitable and effective work schedule for the shore concierge team is in place on a cruise by cruise basis and at least one day in advance.
• Ensures confidentiality when handling sensitive information.
• Practices good administrative housekeeping for all employee records (i.e. training attendance sheets, test results, verbal counsels and resting hours).
• Organizes and leads training sessions for all shore concierge team members to continuously develop their destination knowledge, techniques, skills, guest focus and sense of service.
• Coordinates and places orders for materials, supplies and printed material as required for the shore concierge desk.
• Resolves simple to complex guest concerns and conflicts, positively influencing the guest experience using good judgement in resolving specific issues.
• Updates the guest recovery logbook and ensures proper follow up and closure of all reported incidents.
• Creates and maintains a good rapport with tour operators in each port. Providing constructive feedback to the Corporate office when required.
• Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with, aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service standards and other training).
• Maintains a consistent and fair corrective action system.
• Ensures that the Silversea product and service standards and procedures are in place and maintained.
• Demonstrates a high and consistent level of organization and management.
• Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
• Ensures that new employees are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
• Communicates standards of performance to employees and trains employees effectively on them.
• Oversees all administrative aspects of the department.
• Fully implements the Professional Performance Interview system and complies with the process.
• Complies fully with the Company procedures for talent management including the policies for cross training, promotion and transfer.
• Strives to create and maintain a positive work environment. Successfully leading subordinates into productive working methods by setting an example and utilizing all available tools.
• Keeps self and team members aware of costs, budgets and monitoring procedures.
• Maintains an accurate inventory of consumable and durable items in the shore concierge department.
• Adjusts schedule and location independently when the overall daily operation changes.
• Controls and approves shore concierge overtime and working hours. Making the best use of manpower by managing the hours worked by each crew member and monitoring the financial impact on the business, ensuring each employee works according to his/her contractual hours and in compliance with ILO and MLC work/rest hours. Completing all relevant documentation and finding alternative solutions in case of an anticipated increase in overtime, in order to fully comply with Silversea policy and procedures at all times. Record keeping as standard.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor. Keeping the Hotel Director promptly and fully informed of all problems and matters of significance.
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Practices preventative maintenance.
• Incorporates Company service standards, personalized service and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests and anticipating guest needs.
• Leads, trains and develops subordinates ensuring effective reviews, feedback, coaching and performance management.
• Practices good people management, maintaining proper conduct with all departments around the ship.
• Observes and enforces uniform and grooming standards according to Company policies.
• All other duties as assigned.
  
  
  
  

Education/Experience/Qualifications:

• Valid STCW certification.
• Degree in Tourism and Hospitality.
• Preferably 4 years experience in a similar position at an International 5 star establishment.
• Strong accounting knowledge.
• Strong sales background.
• In depth destination knowledge.
• Physically and medically fit.
• Moral integrity is required.
• Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Plus two additional languages (German, French, Italian, Spanish, Portuguese, Mandarin).
• Good working knowledge of Microsoft applications, Fidelio and MXP.
  
  

About Silversea

Silversea is the defining name in luxurious cruise travel, distinguished in the ultra-luxury market by its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. Silversea is proud of their reputation as the "World's Best" cruise line and seeks individuals who take personal pride in their work to join their award-winning staff. Silversea understands that their employees are their greatest asset and are committed to investing their resources in recruiting the very best. If you would like to work for one of the most respected organisations in the travel industry, "World's best cruise line" Silversea invites you to explore their current career opportunities.