Concierge

Royal Caribbean Group is proud of our entrepreneurial spirit, the force that drives us to innovate. It?s that state of mind that helps us see opportunity where others see only risk. It reminds us that ?good enough? is not remotely good enough. Instead, we greet every new idea with the words ?What if?? instead of ?It won?t work.?

We are made up of five brands: Royal Caribbean International, Celebrity Cruises, Silversea, Tui Cruises and Hapag-Lloyd.

Our Ecuador Operations are composed by two brands Celebrity Cruises and Silversea saling in the Galapagos Islands.

We can?t wait for you to journey with us.

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group?s Ground Services Team has an exciting career opportunity for a full time Concierge Land & Air.

Position Summary:

It is one of the company´s front-line representatives towards our guests, from the first encounter upon arrival at the hotel until their return from Galapagos and back home. The position requires the ability to resolve & assist any potential issues that may occur during their stay in Quito and during the charter flight to/from Galapagos, good communication and customer service skills, initiative, sense of teamwork, responsibility, emotional intelligence, good presence and the domain of the English language. The position also includes certain administrative tasks related to the operation and quality control functions.

Essential Duties and Responsibilities:

- Control check in ? out process at the hotel: The arrival process is the first impression of our guests and our opportunity to show our Hospitality while focusing on the various details and providing correct and clear information of programs and activities. Control of Private Check In set up in coordination with the Hotel, control and assistance with Check In/Out procedure, control of correct room assignment, upgrades, special requirements.
- Control special requirements: Verify that all food allergies, dietary preferences, medical conditions and any other special requirements are taken care of and communicated to the restaurants, hotel, guides and ships in a timely manner prior to the arrival of our guests.
- Control & monitoring of contracted Third Parties: During arrival and departure days constant monitoring with guides and airport supervisors on potential issues with luggage, illness, etc. to provide immediate assistance upon arrival at the hotel.
- Control of the correct use of uniforms, branded material, and supplies of our guides, drivers and security staff.
- Control of time and set-up for meals or activities in coordination with guides, drivers and restaurants.Control and fulfilment of special procedures such as Luggage Collection and ABG Inspection, City Tour Dispatch, Airplane Tickets & TCT organization, control and hand out;Lost and Found Objects, other procedures related to the operation.
- Inventory control: Timely request, control and maintenance of branded material, equipment, and other supplies for weekly operation.
- Meal hosting: Accompanying our guests during meals as needed, coordinating seating, and in situ Quality Control.
- Assist with any requirements or unexpected emergencies of our guests during their stay.
- Day Tour Sales: Coordinates sales of day tours at the Hospitality Desk.
- Dispatch of Galapagos transfers & respective reports (luggage, special diets, VIP guest preferences, health issues and all other novelties) to our ships.
- On Saturdays and/or Sundays escort guests on charter flight going to / coming from Galapagos, (Luggage check-in, announcements on board, assistance to guests with Peru extensions, distribution of VIP lounge cards, wheelchair requests).
- Quality Control on board the aircraft (Cleanliness, food presentation and taste, crew attention).
- Responsible for document interchange with ground coordinator / Expedition Leader at Baltra or San Cristobal airports.
- Weekly flight reports (charter flights).


Requisitos:
- Third level degree in International Business, Hospitality and Tourism or related careers.
- Minimum experience of 4 years in similar positions or in Customer Services.
- Domain of English written and spoken.
- Other languages are favorable for the position.

KNOWLEDGE:

- Microsoft Office Management (Excel, Word, Outlook).
- Customer Services.
- Services Protocols
- Air Traffic favorable

SKILLS:

- Social and communication skills.
- Service Orientation.
- Management of objections.
- Impact and influence.
- Self-control.
- Ability to handle high pressure and stress situations
- Planning, organizing and controlling skills
- Conflict solving


Beneficios Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities.