Take full ownership of the Concierge Lounge, ensuring an elevated, welcoming atmosphere at all times in line with brand standards and the time of day or event.
Proactively welcome and contact suite and VIP guests from embarkation onwards, maintaining regular touchpoints to deliver a highly personalized experience throughout the voyage.
Ensure all suite and VIP guests receive the correct welcome letters, collateral, and information on arrival, with setup and presentation consistently meeting company standards.
Identify suite and VIP guest preferences and anticipate needs by actively observing, listening, and using available tools (e.g. guest profiles) to share insights with the wider team.
Coordinate and confirm reservations and bookings (dining, spa, shore excursions and other onboard experiences), clearly communicating guest preferences and special occasions to relevant departments.
Plan, organize, and host the Suite Welcome party and daily cocktail hours, including preparation, set-up, guest engagement, and post-event follow-up.
Collaborate closely with the Food & Beverage team to ensure a consistently high-quality and varied offering for suite guests, appropriate to each service period.
Maintain impeccable cleanliness, presentation, and maintenance standards within the Concierge Lounge, promptly reporting and following up on any issues.
Provide informed destination guidance, including recommendations on excursions, restaurants, key sights, and local travel information, continually updating knowledge of each itinerary.
Take ownership of suite and VIP guest concerns or service failures, using empowerment tools appropriately and ensuring timely, satisfactory resolution while keeping leadership informed.
Coordinate a smooth and efficient disembarkation experience for suite and VIP guests, including priority processes and escorting as required, as well as supporting water shuttle operations.
Liaise with heads of department to arrange and communicate suite guest events or large dinner parties, ensuring suitable venues, timings, and service support are in place.
Ensure empowerment tools are used effectively and in line with guidelines to support service recovery and enhance overall guest satisfaction.
Key Responsibilities
Skills, Knowledge & Expertise
Bachelor’s degree in Hospitality Management, Business Administration, Marketing, or a related field preferred; equivalent professional experience may be considered.
Minimum of 2 years’ progressive experience in a leading hospitality environment, ideally in a concierge, guest relations, or luxury front-of-house role.
Cruise ship experience is strongly preferred, or substantial experience in an international luxury hotel or resort setting.
In-depth understanding of concierge operations, VIP guest services, and itinerary planning for guests travelling in the US and worldwide.
Proven track record of delivering exceptional, personalized service to high-value guests, with strong problem-solving and service recovery skills.
Excellent interpersonal and communication skills, with the confidence to engage and build rapport with guests at all seniority levels.
Strong organizational skills and attention to detail, with the ability to manage multiple guest requests, priorities, and events simultaneously.
Comfortable working in large, diverse, and international teams, fostering positive and collaborative working relationships.
Fluent English language skills, both verbal and written; additional languages are strongly preferred.
High level of professionalism, discretion, and cultural awareness, acting as an ambassador for the Princess Cruises brand at all times.
Job Benefits
Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:
A competitive salary package.
Your own comfortable double cabin - your private space to relax and recharge.
Company-paid travel to and from the ship, so you can focus on the journey ahead.
Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
A vibrant recreation and welfare program designed to support your well-being and work-life balance.
Access to exceptional learning and development opportunities to grow your skills and advance your career.
The chance to travel the world, exploring exciting destinations while doing what you love.
A welcoming, inclusive, and dynamic work environment where your contributions are valued.
Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.
