Concierge

• To ensure the ultimate guest experience onboard Oceania Cruises vessels by aiding effective communication of information through all departments;
• Assisting Executive Concierge to ensure Front Office staff provide standards of service consistent with the Company’s expectations;
• Assist the Executive Concierge and ensure Front Office staff provide standards of service consistent with the Company's expectations;
• Ensure appropriate follow up on guest issues addressed to the Front Desk.
• Guest Relations

Responsibility and Authority

• Guest Experience
  • Demonstrates a genuine concern for guests’ wellbeing at all times;
  • Pro-active approach to problem solving;
  • Ensuring staff training, development and knowledge throughout concession outlets is maintained at optimum levels to facilitate the guests’ experience.
  • Meets guests to discuss complaints and comments;
  • Deals with Lost Luggage;
  • Assist with suite upgrades which are coordinated with Executive Concierge;
  • 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;
  • Provides and co-ordinates special services onboard;
  • Assisting with confirming, and where possible changing airline tickets, seats and wheelchair assistance at airports for guests.
  • Groups Liaison coordinating cocktail parties and group amenity requests;
  • 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;
  • 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;
  • Port arrangements including but not limited to dining venues, special arrangements such as flowers, car hire, etc;
  • Provides assistance for guest who embark/disembark the ship early/late; due to medical or personal reasons, if necessary activates Oceania (Berkely Insurance);
  • Ensure Concierge Lounges facilities are well maintained and provide appropriate guests’ services as per training guidelines and Oceania Cruises standards.
• Operational and Administrative
  • Cruise Preparation
    • Ensures guest embarkation and pre embarkation set ups are completed in a timely manner;
    • Assisting Executive Concierge to instruct front office on world card printing in coordination with Assistant Purser after the heads up from Second Purser;
    • Assists Executive concierge to distribute all VIP information;
    • Prepares Welcome letters for groups;
    • Prepares GM Welcome letter for VIP;
    • Assisting Executive Concierge to supervise and coordinates guest check in; including briefing of check-in staff in the terminal;
    • 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 with Turn Around Memo - Embarkation section.
  • Cruise Operations
    • Monitors IssuTrax and follows up on guest issues.
    • Monitors and follows up Reception Maintenance Logbook on daily basis;
    • Responds and deals with guest comments received via the mid cruise questionnaire. Insert comments/action on the log;
    • Assisting Executive Concierge to process late and additional gift orders and credits;
    • Assisting Executive Concierge researching guest queries in NVS;
    • Assisting Executive Concierge to coordinate Back to Back guest list with Second Purser; including possible changes of staterooms;
    • Assisting Executive Concierge regarding guests not following our smoking policy and send letter;
    • Providing Information on Guest issues to Executive Concierge to prepare Cruise End Report on all Guest Service Areas covered throughout voyage;
    • Attend Oceania Club, Captain Welcome Reception, and on request, Group Private Cocktail Parties
    • Hosting guest table;
    • Follow any other guidelines by Executive Concierge regarding operations for any specific cruise.
  • Front Office
    • 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;
    • Assisting Executive Concierge to provide ensure that Front Office Staff are prepared for the embarkation of new guests;
    • 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;
    • Providing the link between Guests and Executive Concierge/ General Manager.
• Finance
  • Assisting Executive Concierge on Guest Upgrade Charging via Micros;
  • Assisting Executive Concierge to process OBC after sailing with Amenity Systems;
  • Assisting Executive Concierge to issue on board credits as good will gestures;
  • Performs all other duties as requested by supervisor.
• Training and Development
  • Supports Front Office Staff in Guest Relation Skills;
  • Promotes and Participates in Signature Service Training Program.
• Safety
  • Monitor the practical application of the Company's policy, procedures and instructions.
  • 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.
  • Prepare a hand over report prior to leaving the vessel as described in hidden link - please login.
  • Participate in crew and passenger safety drills according to instructions from ship’s command;
  • Comply with company safety and pollution prevention regulations.

Education and Experience

• Systems
  • MS Office Suite
  • Fidelio Cruise including (but not limited to) modules:
    • Cruise Management, EmbarkD
  • Micros / Symphony POS
  • NVS – Visual Reservation System
• Hospitality Background preferred;
• Travel industry and previous shipboard experience required;
• Experience in front office preferred;
• Understanding of the highest level of service;
• Excellent administrative skills;
• Strong leadership skills and practice "leadership by example";
• Outgoing personality, open minded and flexible;
• Ability to work in an international environment;
• Ability to perform well under pressure;
• Excellent appearance and excellent social skills;
• Well organized;

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.