Executive Concierge - Oceania and Regent Seven Seas

POSITION SUMMARY / ESSENTIAL FUNCTIONS
• 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.
• Deals with Lost Luggage;
• Controls suite upgrades and cruise extensions;
• 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;
• Coordinates foreign language translations if applicable and assists all international guests where possible;
• Deals with queries from guests relating to on board credits, gift orders and amenities after sailing;
• Ensure assistance confirming and where possible changing airline tickets seats and wheelchair assistance at airports for guests.
• Groups Liaison coordinating cocktail parties and group amenity requests;
• Overseas and coordinates printing for Extended Journey lecture invitations with Assistant Purser;
• Coordinates officer table hosting, including but not limited to guest lists, invitations and confirming final numbers to officers and Dining Venue;
• Ensure Concierge Lounges facilities are well maintained and provide appropriate guests' services as per training guidelines and Oceania Cruises standards.
• Cruise Preparation
1. Ensures guest embarkation and pre embarkation set ups are completed in a timely manner;
2. Instruct front office on world card printing in coordination with Assistant Purser;
3. Distribute all VIP information;
4. Embarkation letters;
5. Prepares flight manifest for arriving guests;
6. Prepares and audits group amenity files and coordinates with second purser to ensure consistency of information from NVS (Visual Reservation System to Fidelio);
7. Entering comments on SHOM (Shipboard Hotel Operational Meeting)
• Cruise Operations
1. Attend Hotel Meeting
2. Responds and deals with guest comments received via the mid cruise questionnaire when necessary;
3. Responsible for processing late and additional gift orders and credits;
4. Responsible for researching guest queries in NVS;
5. Liaising with GM regarding guests not following our smoking policy and send letter;
6. Preparing Cruise End Report on all Guest Service Areas covered throughout voyage;
7. Files and distributes lost and found manifests, lost and stolen item reports, damaged item and luggage reports;
• Front Office
1. Responsible for Coordinating, organizing and supervising front office operations through directly managing Assistant Purser, Reception Staff and Night Audit on Guest Service Areas;
2. Ensure that Front Office Staff are prepared for the embarkation of new guests;
3. Responsible for providing 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;
• Guest Upgrade Charging via Micros;
• Process OBC after sailing with Amenity Systems
• Appraisals of direct reporting staff;
• Participate in crew and passenger safety drills according to instructions from ship’s command;
• Comply with company safety and pollution prevention regulations;

EDUCATION
• Microsoft Office Suite, Fidelio Cruise, Micros Fidelio Point of Sale and NVS
• Hospitality Background required;
• Travel industry and previous shipboard experience required;
• Experience in crew operations preferred;
• Understanding of the highest level of service;
• Excellent administrative skills;