Executive Concierge - Oceania Cruises

GROW YOUR CAREER WITH US

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family! 

Job Summary

• Commit to the Company’s Core Values – flawless execution, dedication to family & community, spirit of entrepreneurship, financial excellence and environmental stewardship.
• Assume personal responsibility for safety and NCLH’s impact upon the environment.
• To ensure the ultimate guest experience onboard Oceania Cruises vessels by aiding effective communication of information through all departments;
• Act as Front Office Manager 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 when required;
  • 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 appropriate presentation and co-ordination on special services onboard;
  • 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;
  • 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 guests who embark/disembark the ship early/late; due to medical or personal reasons, if necessary activates the insurance purchased through Oceania 
  • 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;
    • Instruct front office on world card printing in coordination with Assistant Purser;
    • Exporting the files for the new cruise from the NVS reservations system and loading them into the Property Management System Fidelio.
    • Importing the data to Fidelio from the Online check-in after the new cruise is loaded.
    • Responsible of creating the voyage, surveys and managing guest import for the Digital Guest Survey
    • Informs via e-mail Head office when download to be loaded from NVS to Fidelio;
    • Distribute all VIP information;
    • Ensures preparation of Welcome letters for groups;
    • Ensures preparation of GM Welcome letter for VIP
    • • Supervises and coordinates guest check in; including briefing of check-in staff in the terminal, concierges and luggage assistance/directional staff.
      • Prepares flight manifest for arriving guests;
      • Prepares and audits group amenity files and coordinates with second purser to ensure consistency of information from NVS (Visual Reservation System to Fidelio);
      • Turn Around Memo - Embarkation section;
      • Entering comments on SHOM (Shipboard Hotel Operational Meeting)
  • Cruise Operations
    • Attend Hotel Meeting
    • Monitor IssuTrax and follows up on logged issues on daily basis
    • • Monitor and follow up Reception Maintenance Logbook on daily basis;
      • Responds and deals with guest comments received via the mid cruise questionnaire when necessary;
      • Ensures follow up and correct log of mid cruise comments.
      • Responsible for processing late and additional gift orders and credits;
      • Responsible for researching guest queries in NVS;
      • Coordinate Back to Back guest list with Second Purser; including possible changes of staterooms;
      • Liaising with GM regarding guests not following our smoking policy and send letter;
      • Preparing Cruise End Report on all Guest Service Areas covered throughout voyage;
      • Files and distributes lost and found manifests, lost and stolen item reports, damaged item and luggage reports;
      • Attend Oceania Club, Captain Welcome Reception, and on request, Group Private Cocktail Parties
      • Hosting guest table;
  • Front Office
    • Responsible for Coordinating, organizing and supervising front office operations through directly managing Assistant Purser, Reception Staff and Night Audit on Guest Service Areas;
    • Ensure that Front Office Staff are prepared for the embarkation of new guests;
    • 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;
    • Providing the link between Guests and General Manager;
    • Responsible for hosting and coordinating Front Office Meetings;
  • Finance
    • Guest Upgrade Charging via Micros;
    • Process OBC after sailing with Amenity Systems
    • Issue on board credits as good will gestures;
    • Performs all other duties as requested by supervisor.
  • Training and Development
    • Appraisals of direct reporting staff;
    • Training and supporting 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.
    • 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;

ABOUT NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

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.