Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Weekend Shifts
Benefits
Cruise and Travel Privileges for you and your family
health benefits
401(k)
Employee stock purchase plan
training and professional development
tuition and professional certification reimbursement
rewards and incentives
Job Description
Princess Cruises is one of the world’s leading premium cruise lines and tour companies, renowned for delivering exceptional travel experiences to millions of guests annually across hundreds of destinations worldwide. With a reputation for luxury, innovation, and superior customer service, Princess Cruises offers guests the unique Medallion Class experience that sets the company apart from others in the cruising industry. As a globally recognized brand often associated with high quality and personalized service, Princess Cruises continues to expand its reach and commitment to excellence in hospitality and guest satisfaction. Their fleet is equipped with state-of-the-art amenities and focuses heavily on creating memorable vacations that cater to a wide variety of traveler preferences and needs. Princess Cruises’ dedication to environmental protection, guest health and safety, and community involvement underscores the company’s values and corporate responsibility.
The Concierge, Suite Experience role at Princess Cruises is a pivotal position dedicated to delivering personalized and attentive service to guests who select suite accommodations. This position supports guests with a wide range of concierge needs before, during, and after their cruise journey. Responsibilities include managing special requests such as dining arrangements, celebratory events, accessibility support, and other special accommodations to ensure a seamless and luxurious guest experience. The Concierge acts as a central liaison between guests, travel advisors, and internal departments including Guest Services, Dining, Accessibility, and Reservations. This role demands excellent communication and organizational skills, as the Concierge is responsible for managing guest interactions using systems like Siebel and Salesforce to ensure issues are addressed promptly and professionally. Delivering service recovery and following up on guest concerns is essential to reinforcing loyalty and enhancing Princess Cruises’ brand reputation. The ideal candidate will possess a strong commitment to operational excellence, empathy, and the ability to resolve escalated guest concerns tactfully. Given that this is a remote position, it allows for full-time work from home with occasional travel to headquarters for collaboration. The role also offers substantial benefits including cruise privileges, health insurance options, and professional development opportunities. Ultimately, the Concierge, Suite Experience is a key ambassador of the Princess brand, charged with elevating the cruise experience for valued suite guests through personalized attention and care.
The Concierge, Suite Experience role at Princess Cruises is a pivotal position dedicated to delivering personalized and attentive service to guests who select suite accommodations. This position supports guests with a wide range of concierge needs before, during, and after their cruise journey. Responsibilities include managing special requests such as dining arrangements, celebratory events, accessibility support, and other special accommodations to ensure a seamless and luxurious guest experience. The Concierge acts as a central liaison between guests, travel advisors, and internal departments including Guest Services, Dining, Accessibility, and Reservations. This role demands excellent communication and organizational skills, as the Concierge is responsible for managing guest interactions using systems like Siebel and Salesforce to ensure issues are addressed promptly and professionally. Delivering service recovery and following up on guest concerns is essential to reinforcing loyalty and enhancing Princess Cruises’ brand reputation. The ideal candidate will possess a strong commitment to operational excellence, empathy, and the ability to resolve escalated guest concerns tactfully. Given that this is a remote position, it allows for full-time work from home with occasional travel to headquarters for collaboration. The role also offers substantial benefits including cruise privileges, health insurance options, and professional development opportunities. Ultimately, the Concierge, Suite Experience is a key ambassador of the Princess brand, charged with elevating the cruise experience for valued suite guests through personalized attention and care.
Job Requirements
- High school diploma or equivalent
- Minimum 2+ years of hospitality, concierge, guest services, travel, cruise, or contact center experience
- Strong written and verbal communication skills
- Excellent customer service and interpersonal skills
- Strong attention to detail, organization, and time management
- Ability to handle escalated guest concerns with empathy and professionalism
- Proficiency in Microsoft Office and customer service systems such as Siebel or Salesforce
- Ability to work independently and collaboratively across multiple departments
Job Qualifications
- High school diploma or equivalent
- Minimum 2+ years of hospitality, concierge, guest services, travel, cruise, or contact center experience
- Strong written and verbal communication skills
- Excellent customer service and interpersonal skills
- Strong attention to detail, organization, and time management
- Ability to handle escalated guest concerns with empathy and professionalism
- Proficiency in Microsoft Office and customer service systems such as Siebel or Salesforce
- Ability to work independently and collaboratively across multiple departments
Job Duties
- Provide concierge-level support to guests before, during, and after the cruise, including special requests, celebrations, dining, accommodations, accessibility support, and onboard planning
- Partner with shipboard teams, Guest Services, Dining, Accessibility, Reservations, and other business partners to coordinate guest requests and resolutions
- Manage guest interactions through Siebel, Salesforce, or other systems by creating and updating service requests, activities, and notes to ensure proper follow-up and resolution
- Research and respond to guests, travel advisor, and internal inquiries received via phone, email, letters, or service requests
- Follow up with guests regarding service recovery, requests, or concerns to ensure satisfaction and reinforce loyalty to the Princess brand
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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