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RESPONSIBILITIES:

• Responsible to oversee a safe and profitable operation of all shore excursion programs.
• Provides guests with the highest quality guest services, demonstrating genuine concern for guests wellbeing at all times.
• Provides guests with detailed port and tour information, one to one personalized consultation and port briefings.
• Coordinates, organizes and supervises the shore concierge operation.
• Assists the Shore Concierge Manager in preparing and presenting professional port briefings and talks.
• Provides 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.
• Responsible to ensure that the shore concierge desk is manned during advertised opening hours, providing guests with accurate destination and tour information.
• 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.
• Provides personalized independent information in each port.
• Secures private arrangement requests ashore.