Title: Telephone Concierge Lead
Reports To: Guest Relations Manager
Major Responsibilities:
1. Effectively anticipate and respond to onboard Guest service requirements related to all departments. Respond to guest requests and concerns, or other sensitive issues, in a timely and professional manner.
2. Ensure that a daily log of comments and complaints is maintained, and promptly bring serious situations to the attention of the
Front Desk Supervisor and or Guest Relations Manager. Maintain log in such a way that useful management reports can be extracted to analyze recurring problems or trends.
3. Maintain references materials associated with Telephone Concierge function, so Guest inquiries can be answered accurately, and in a timely manner. Update materials, as necessary.
4. Participate on Shore Excursions as directed by the Guest Relations Manager. After each excursion, complete the standard evaluation form for Shore Excursion Manager and also compile a report for all Guest Relations Staff.
5. Conducts sales to all suite Guests of services as deemed possible by management.
6. Post of charges of sales as necessary.
7. Maintain a Port Information book for the ship's current itinerary, with the assistance for the Assistant Shore Excursion Manager. Keep it up to date as changes occur.
8. Perform administrative and record-keeping tasks associated with Telephone Concierge function. Maintain records of Guest calls, inquiries/concerns and requests.
9. Maintain accurate files of work orders for reference.
10. Perform other miscellaneous duties as assigned.
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