Princess Cruises

Premium cruise line with global itineraries

Suite Experience Concierge

Hotel Guest ServicesUpdated on Nov 14

Full-timeNew York, NY, USANo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field is preferred, though equivalent professional experience may be considered.
At least 2 years of progressive experience in a leading hospitality environment, ideally in concierge, guest relations, or luxury front-of-house work.
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 traveling in the US and worldwide.
Proven ability to deliver personalized service to high-value guests, solve problems, and recover service failures.
Strong interpersonal and communication skills 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.
Comfort working in large, diverse, international teams and fostering positive, collaborative working relationships.
Fluent spoken and written English.
High level of professionalism, discretion, and cultural awareness.
Additional languages are strongly preferred.

Responsibilities

Take full ownership of the Concierge Lounge and maintain an elevated, welcoming atmosphere 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 provide personalized service throughout the voyage.
Ensure suite and VIP guests receive the correct welcome letters, collateral, and arrival information, with setup and presentation meeting company standards.
Identify guest preferences and anticipate needs through observation, listening, and guest-profile tools, sharing relevant insights with the wider team.
Coordinate and confirm reservations and bookings for dining, spa services, shore excursions, and other onboard experiences, communicating guest preferences and special occasions to relevant departments.
Plan, organize, and host the Suite Welcome party and daily cocktail hours, including preparation, setup, guest engagement, and follow-up.
Collaborate with the Food and Beverage team to provide a high-quality, varied offering for suite guests appropriate to each service period.
Maintain cleanliness, presentation, and maintenance standards in the Concierge Lounge, reporting and following up on issues promptly.
Provide destination guidance and recommendations on excursions, restaurants, key sights, and local travel information, updating itinerary knowledge continually.
Resolve suite and VIP guest concerns and service failures using empowerment tools appropriately, ensuring timely, satisfactory outcomes and keeping leadership informed.
Coordinate smooth disembarkation for suite and VIP guests, including priority processes and escorts as required, and support water shuttle operations.
Liaise with department heads to arrange and communicate suite guest events or large dinner parties, ensuring appropriate venues, timing, and service support.
Use empowerment tools effectively and in accordance with guidelines to support service recovery and guest satisfaction.

Desired Qualifications

Cruise ship experience, or substantial experience in an international luxury hotel or resort setting.
Additional spoken languages.

Set a course for adventure with Princess Cruises!

As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.

Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.

At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.

As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.

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.

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.

About the Company

Princess Cruises

Premium cruise line with global itineraries

Princess Cruises operates a fleet of modern ships that sail to more than 380 destinations on over 160 itineraries, offering premium cruise vacations. Guests board ships to enjoy dining, entertainment, and activities both at sea and in port. The product centers on all-inclusive cruise experiences with accommodations, meals, and excursions bundled into itineraries, and it uses Princess MedallionClass technology—wearable devices and a companion app—to streamline check-in, service requests, and personalized interactions before and during the voyage. The company sets itself apart with its premium positioning, extensive global network of itineraries, strong emphasis on guest service, and the MedallionClass experience, supported by a large team on land and at sea. The goal is to provide memorable travel experiences with high standards of safety, environmental stewardship, and customer care, helping guests create lasting memories.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Santa Clarita, CA
Founded: 1965

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