Shore Excursion Concierge – Luxury Cruise Ship

We are seeking a professional, service-oriented Shore Concierge to join a luxury cruise ship team, delivering exceptional, personalised shore-side experiences to guests travelling to destinations around the world.

The successful candidate will play a key role in coordinating shore excursions, arranging bespoke private services, providing destination information, and ensuring seamless guest experiences ashore. This position requires a proactive, organised individual with a passion for luxury hospitality and a commitment to delivering outstanding service.

Key Responsibilities

Guest Experience and Concierge Services

Provide personalised assistance with shore excursions, private tours, and independent travel arrangements.
Organise bespoke services, including restaurant reservations, transportation, hotels, theatre tickets, private guides, and special events.
Staff the Shore Concierge desk, providing accurate destination information and recommendations.
Welcome and assist guests during pier dispatch, ensuring smooth and well-organised departures.
Anticipate guest needs and deliver attentive, discreet, and professional service.

Shore Excursions and Operations

Support tour dispatch operations, including the preparation of signage, buses, private vehicles, and escort assignments.
Escort shore excursions when required and assist tour escorts during daily operations.
Coordinate tour logistics, including refreshments, lunch boxes, snorkelling equipment, and other special requirements.
Support guest disembarkation, private transfers, and individual shore-side arrangements.

Administration and Systems

Assist with tour setup and administration using Fidelio Cruise and other relevant systems.
Export pre-booked excursions and prepare tickets, booking forms, and private arrangement documentation.
Maintain accurate destination files, maps, port information, and daily operational records.
Update MXP with tour feedback and photographs.
Assist with departmental inventory, stock control, and supply requisitions.

Teamwork and Communication

Support the Shore Concierge Manager with daily departmental operations and coordination.
Provide translation assistance for non-English-speaking guests when required.
Maintain effective communication with local suppliers, tour operators, and other shipboard departments.
Work collaboratively with colleagues to ensure consistent service delivery and operational efficiency.

Requirements and Qualifications

Previous experience in luxury hospitality, concierge services, shore excursions, or a similar guest-facing role; cruise ship experience is a must.
Excellent customer service skills and a genuine passion for delivering personalised guest experiences.
Strong administrative, organisational, and multitasking abilities, with exceptional attention to detail.
Proficiency in Microsoft Word, Excel, and Outlook; experience with Fidelio Cruise and MXP is highly desirable.
Fluency in English is essential. Additional languages, including French, German, Italian, Spanish, Portuguese, or Mandarin, are highly valued.
Excellent interpersonal and communication skills, with a professional appearance and a polished approach to luxury service.
Ability to work effectively under pressure, meet deadlines, and adapt to changing port schedules and operational requirements.
Cultural awareness, discretion, flexibility, and a strong team-oriented mindset.
A valid passport and a C1/D visa, or eligibility to obtain one, are preferred.

Key Competencies

Exceptional guest service and a guest-first mindset.
Strong destination knowledge and a genuine interest in travel and culture.
Excellent organisation, prioritisation, and problem-solving skills.
Ability to manage multiple requests in a fast-paced environment.
Cultural sensitivity, professionalism, and discretion.
Teamwork, adaptability, and a proactive approach to service.