Job Description

Shore Concierge for Silversea Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

V.Ships Leisure is looking for Shore Concierge on behalf of Silversea Cruises.
Assists the Shore Concierge Manager in delivering high quality, individualized and technically excellent shore concierge services for guests whilst complying with any Company Policies and towards a goal of achieving total guest satisfaction. Reporting to the Shore Concierge Manager and Assistant Shore Concierge Manager (where applicable).

Key Responsibilities

• Assists the Shore Concierge Manager in providing the highest level of personalized service related to tour bookings, private shore activities and disembarkation arrangements demonstrating genuine concern for guests wellbeing at all times.
• Assists guests with personalized private arrangements are, restaurant reservations, car hire, hotel reservations and theater tickets.
• Assists the Shore Concierge Manager with the dispatch of tour buses and private arrangements.
• Energetically escorts tours and assigns tour escorts.
• Prepares and provides personalized information related to ports of call (concerts, theater, exhibitions etc.) and assists with arrangements as requested by the guest (restaurant, car hire, hotel, theater tickets etc.)
• Assists the Shore Concierge Manager with coordinating special services ashore.
• Proactively translates tour information for non English speaking guests.
• Assists the Shore Concierge Manager with all administrative aspects of the department.
• Assists in maintaining an up to date and accurate filing system for reference purposes.
• Coordinates other requirements for tours (water, lunch boxes, snorkeling equipment etc).
• Assists the Shore Concierge Manager with the organization and execution of guest disembarkation.
• Prepares the signage for buses, private cars and limousines.
• Ensures that the shore concierge desk is manned during advertised opening hours, providing guests with accurate destination and tour information.
• Strives to create an energized atmosphere during dispatch on the pier and personally greet guests.
• Prepares the tour set up in Fidelio.
• Exports all prebooked tours from the Silversea website.
• Inserts and prints prebooked tickets, delivering to the guests in a timely manner.
• Prepares and prints private arrangement letters.
• Prepares and prints booking forms.
• Distributes internal tour information.
• Maintains destination and port information files. Preparing and printing maps and information for each day in port.
• Updates MXP with tour feedback and tour pictures.
• Assists with regular inventories of shore concierge department equipment.
• Prepares and collects requisitions for consumable items required for the shore concierge team.
• Consults with guests in one on one consultations for private arrangements, preparing as required.
• Accurately updates and maintains the tour participation lists, guests on tour lists, report forms, tour booklets, voyage forms, ops forms and the shuttle bus/tender schedule. Sending to relevant departments onboard once completed.
• Ensures that a sufficient amount of printed material is available at all times.
• 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.
• Responsible to build destination knowledge and share with the shore concierge team and associated departments.
• 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 Shore Concierge Manager as well as other departments around the ship.
• Adheres to departmental standards, specifications and work routines.
• Ensures confidentiality when handling sensitive information.
• Properly and carefully uses ship equipment and truthfully reports faulty or broken equipment. Monitors repair progress with supervisor until repaired.
• Displays cost and quality awareness.
• Assists managers and supervisors with the training and induction of new personnel.
• 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 Shore Concierge Manager promptly and fully informed of all problems and matters of significance.
• Attends all training sessions with the aim to further improve his/her level of performance.
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Confidently and professionally engages with guests, using the guest names at all times.
• Adherence to the Company’s code of conduct at all times.
• Practices good administrative housekeeping.
• Maintains that the shore concierge desk area and office is kept clean and tidy at all times.
• Adheres to Standard Operating Procedures set forth by the Company, and is accountable for such practices.
• 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.
• Observes and enforces uniform and grooming standards according to Company policies.
• All other duties as assigned.
• Participates in crew and passenger safety drills according to instructions.
• Always complies with the Company’s safety and pollution prevention regulations and operating procedures.
• Participates in all mandatory training.
• Leads by example by taking care of Health and Safety of self and others.
• Ensures that all work equipment, personal protective equipment, chemicals and safety devices are being used correctly. Delivering training, guidance and supervision on how to use and maintain them.

Education/Experience/Qualifications:

• Valid STCW95 certification.
• Degree in Tourism and Hospitality.
• Previous experience in a similar position at an International 5 star establishment.
• 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 language (German, French, Italian, Spanish, Portuguese, Mandarin).
• Good working knowledge of Microsoft applications, Fidelio and MXP.