Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation.

We’re looking for an amazing Guest Services Concierge to fill this role, which is based in our Fort Lauderdale office. You’ll be responsible for delivering exceptional Medallion Class service to our guests, creating in-person connections and driving the resolution of all concerns presented as part of their guest-facing role within our Fort Lauderdale office. As the face and voice of Princess within these interactions, the Concierge must be adept at interpersonal communication, quickly building relationships while demonstrating creative problem solving and complete ownership of the guest experience. The Concierge will act on behalf of the brand president and other executives in resolving the most advanced guest escalations. This will extend to all facets of the guest experience, as they will partner with all relevant business units to drive effective resolutions. The Concierge will regularly serve as a brand point of contact for in-person service in the office during weekend turn-day operations, providing invaluable support to guests who have just returned or are departing and require advanced levels of support.

Here’s a summary of what Princess is looking for in its Guest Services Concierge Is this you?

Responsibilities

• Takes full ownership of any guest issue presented and drives the necessary engagement to create understanding, including detailed research and review. Flawlessly executes problem resolution and service recovery strategies to the highest level of expectation.
• Acts on behalf of the brand president and executives in the resolution of highly escalated issues received via email, phone, or other channels.
• Ensures accountability for the on-site guest service experience, personally greeting guests and engaging them to build brand connection. Maintains a welcoming environment aligned with the Princess brand.
• Consistently follows up with our guests to uphold brand integrity throughout the resolution process. Creates documentation and electronic records of interactions to support business reporting and trending.
• Provides backup support to other departmental areas on standard problem resolution work types.
• Engages in cross-functional partnerships to exchange knowledge and trends with other internal teams. Makes recommendations to leadership on necessary action plans to improve operations as a result.
• Performs additional duties and special projects as assigned.

Requirements

• Hospitality Management, Business Management experience
• 3 years of hospitality experience
• 1 year of problem resolution experience
• Must be able to handle highly volatile individuals and situations.
• Must possess strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal, to respond in-person as well via email or phone call.
• Exceptional negotiation skills and ability to defuse high pressure situations.
• Must be able to maintain strict confidentiality and discretion in dealing with issues of business and personal nature.
• Ability to work effectively under pressure and manage multiple tasks and deadlines.
• Advanced proficiency in MS Word, Excel, and PowerPoint
• Understands, embraces, and practices the principles of fine personalized service.
• Presentation skills, including the regular communication of ideas and recommendations to senior leadership based on experience.
• Exhibits professional presence, positive energy, and passion in all situations.
• Demonstrated experience in cross-team collaboration to accomplish goals
• Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Salary Range: $63,700.00 to $86,000.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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