Salary: $24.00 per hour
City Experiences is seeking a Cruise Concierge for our City Cruises operation in San Diego.
About You:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
About the Opportunity:
The Cruise Concierge will successfully provide an elevated experience to our VIP and celebratory guests. The Cruise Concierge will ensure consistent high levels of quality, service and guest satisfaction. The right person will be dynamic and embody hospitality and the City Experiences’ RESPECT Service System. All duties are to be performed in accordance with department and company policies and procedures.
Essential Duties & Responsibilities:
- Ensure an exceptional cruise experience for all VIP guests, celebratory guests, and guests with upgraded purchases.
- Review orders at the beginning of the week for missing details.
- Connect with VIP guests 3-5 days prior to cruise to introduce yourself, explain role/relationship to guest, what the guest can expect the day of the cruise, and offer any potential upsells.
- Review cruise flow with guest, offer Wheelhouse tours when applicable, personalize menus, escort guest to buffet, deliver meals to table
- Reserve seating on outside deck, offer blankets and other merchandise when applicable, coordinate photogenic pictures, and discuss points of interest during the cruise
- Organize & provide oversight for Port specific priority boarding location, set up and disembarking
- Coordinate cake cutting or VIP desserts
- When possible, contact all guests celebrating a special occasion to try to upsell them a cruise enhancement package and add them to the VIP list.
- Comprehensible knowledge of all F&B Menu items, packages, and POS System.
- Monitor and evaluate all food, beverage and service quality during cruise for VIP and celebratory guests.
- Interact with guests using scripted approaches throughout the cruise.
- Review guest details with Restaurant Manager and server prior to the cruise and ensure all package items are ready upon boarding.
- Promote guest to guest interactions by introducing guests when applicable and organizing a celebration song with the DJ.
- Learn line dances to be able to lead them on a cruise (signature product only)
- Participate in guest send-off, being present and waving, singing, and handing out cookies when guests depart our vessel.
- Actively participate in meetings including the manager pre-cruise briefing, post-cruise meeting, and weekly management meetings when instructed.
- Assist Restaurant Manager and front-of-house team with resetting of the boat including placement of décor, amenities, and side work assignments.
- Support the onboard Operations staff with all safety requirements.
- Learn Anchor ticketing system and how to run applicable reports.
- Maintain a high level of energy and a positive attitude.
- The individual prioritizes and plans work activities, meets productivity standards, and uses time efficiently.
- The individual demonstrates accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.
- The individual adapts to changes in work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
- Th individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
- The individual observes safety and security procedures and uses equipment and materials property.
- Maintain uniform and personal grooming in compliance as outlined in employee handbook.
- Must be able to occasionally move or lift up to 60 lbs.
- The individual must be able to travel up and down stairs without assistance.
- Additional job duties as assigned.
Requirements & Qualifications:
- At least three (3) years in a hospitality environment with knowledge of food and beverage.
- At least one year of supervisory experience.
- High school diploma or equivalency preferred or required
- Associates Degree preferred.
- Must be at least 18 years of age
- Excellent communication and customer service skills.
- Energetic and enthusiastic personality essential.
- Basic computer skills are required.
- Experience with CRM preferred.
- Will work for extended periods without sitting.
- Evenings, weekends and holiday shifts are required. A flexible schedule is required.
- Responsible alcohol service requirements – TIPS Certification required.
- Health department sanitations codes and requirements – Food Handler’s Certificate Required
- Must acquire a TWIC Card upon employment.
- Preferred valid Driver’s License with Incident Free Driver’s report.
- Must be compliant in Entertainment Cruises Motorized Vehicle SOPs.
- Per DOT regulations, must submit to pre-employment and ongoing random drug and alcohol testing
- Per USCG regulations, must be a US Citizen or Permanent Resident.
About Us:
City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.
Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.