ASSISTANT SHORE CONCIERGE MANAGER FOR SILVERSEA CRUISES

V.
hips Leisure is looking for Assistant Shore Concierge Manager on behalf of Silversea Cruises.
Assists the Shore Concierge Manager in delivering high quality, individualized and technically excellent excellent shore concierge services for guests whilst complying with any Company Policies and towards a goal of achieving total guest satisfaction.
Key Responsibilities uResponsible to oversee a safe and profitable operation of all shore excursion programs.
uProvides guests with the highest quality guest services, demonstrating genuine concern for guests wellbeing at all times.
uProvides guests with detailed port and tour information, one to one personalized consultation and port briefings.
uCoordinates, organizes and supervises the shore concierge operation.
uAssists the Shore Concierge Manager in preparing and presenting professional port briefings and talks.
uProvides a highly visible presence at the shore concierge desk and during tour dispatch to verify the smooth running, acting on and following up any issues found to ensure that standards are not affected.
uResponsible to ensure that the shore concierge desk is manned during advertised opening hours, providing guests with accurate destination and tour information.
uProactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly.
Demonstrates upmost sincerity and hospitality with all guest interactions.
uEnsures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guestsu satisfaction.
uRegularly 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.
uProvides personalized independent information in each port.
uSecures private arrangement requests ashore.
uResponsible to build destination knowledge and share with the shore concierge team and associated departments.
uPrepares cruise reports to be submitted to the Shore Concierge Manager, identifying and suggesting ways to improve guest service and satisfaction.
uMaximizes revenue and minimizes operating expenses without negatively affecting the product for guests and crew.
uPrepares tour schedule prior to each cruise.
uMaintains an updated and accurate filing systems for reference.
uDistributes internally tour schedules and participation lists.
uResponsible to provide information related to ports of call (concerts, theatre, exhibitions) and assists with all arrangements requested (restaurant reservations, car hire, hotel reservations, theater tickets).
uProactively communicates with tour operators to ensure that tours and equipment are reserved to accommodate Silversea guests.
uDisplays a full and comprehensive knowledge of the ships facilities, ports of call and services.
uActs as a continual source of help, assistance and information to all guests.
uSupervises and ensures that an equitable and effective work schedule for the shore concierge team is in place on a cruise by cruise basis and at least one day in advance.
uEnsures confidentiality when handling sensitive information.
uPractices good administrative housekeeping for all employee records (i.
.
training attendance sheets, test results, verbal counsels and resting hours).
uOrganizes and leads training sessions for all shore concierge team members to continuously develop their destination knowledge, techniques, skills, guest focus and sense of service.
This should also include any uCross Trainingu employees where the ASCM will be responsible for the majority of their cross training.
uResolves simple to complex guest concerns and conflicts, positively influencing the guest experience using good judgement in resolving specific issues.
uUpdates the guest recovery logbook and ensures proper follow up and closure of all reported incidents.
uEnsures that the Silversea product and service standards and procedures are in place and maintained.
uDemonstrates a high and consistent level of organization and management.
uInducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
uEnsures that new employees are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
uCommunicates standards of performance to employees and trains employees effectively on them.
uOversees all administrative aspects of the department.
uFully implements the Professional Performance Interview system and complies with the process.
uComplies fully with the Company procedures for talent management including the policies for cross training, promotion and transfer.
uStrives to create and maintain a positive work environment.
Successfully leading subordinates into productive working methods by setting an example and utilizing all available tools.
uKeeps self and team members aware of costs, budgets and monitoring procedures.
uMaintains an accurate inventory of consumable and durable items in the shore concierge department.
uMust be fully knowledgeable of the duties of the Shore Concierge Manager and must be able to assume the position of the Shore Concierge Manager should the need arise.
uAdjusts schedule and location independently when the overall daily operation changes.
uSupervises and ensures that an equitable and effective work schedule for the shore concierge team is in place on a cruise by cruise basis and at least one day in advance.
uAssists the Shore Concierge Manager in controlling and approving shore concierge overtime and working hours.
Making the best use of manpower by managing the hours worked by each crew member and monitoring the financial impact on the business, ensuring each employee works according to his/her contractual hours and in compliance with ILO and MLC work/rest hours.
Completing all relevant documentation and finding alternative solutions in case of an anticipated increase in overtime, in order to fully comply with Silversea policy and procedures at all times.
Record keeping as standard.
uPrepares cruise reports to be submitted to the Shore Concierge Manager, identifying and suggesting ways to improve guest service and satisfaction.
uFollows Company product and service standards and procedures.
uProactively 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.
uDisplays a thorough knowledge of the ships daily activities to be able to advise the guests.
uPractices preventative maintenance.
uIncorporates Company service standards, personalized service and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests and anticipating guest needs.
uLeads, trains and develops subordinates ensuring effective reviews, feedback, coaching and performance management.
uPractices good people management, maintaining proper conduct with all departments around the ship.
uObserves and enforces uniform and grooming standards according to Company policies.
uAll other duties as assigned.
Education/Experience/Qualifications.
uValid STCW certification.
uDegree in Tourism and Hospitality.
uPreferably 4 years experience in a similar position at an International 5 star establishment.
uStrong accounting knowledge.
uStrong sales background.
uIn depth destination knowledge.
uPhysically and medically fit.
uMoral integrity is required.
About Silversea Silversea is the defining name in luxurious cruise travel, distinguished in the ultra-luxury market by its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality.
Silversea is proud of their reputation as the "World's Best" cruise line and seeks individuals who take personal pride in their work to join their award-winning staff.
Silversea understands that their employees are their greatest asset and are committed to investing their resources in recruiting the very best.
If you would like to work for one of the most respected organisations in the travel industry, "World's best cruise line" Silversea invites you to explore their current career opportunities.