1. POSITION OVERVIEW
Job Title: Guest Experience Concierge
Department: Commercial / Guest Relations
Reports To: Commercial Director
Internal Collaboration: Reservations Team, Ship-side Front Office, Digital Marketing Team
Primary Objective: To serve as the primary "digital face" of the brand for individual travelers (FITs), guiding them from their initial inquiry through a seamless booking process, and maintaining a high-touch, luxury relationship until after they disembark.
2. CORE RESPONSIBILITIES
A. Consultative Inquiry Management
- Primary Contact Point: Manage all incoming FIT inquiries across various channels, including Email, WhatsApp, Social Media Messengers, and OTA platforms (e.g., Viator, Expedia, Booking.com).
- Expert Guidance: Act as a travel consultant by analyzing guest needs and preferences to recommend the best ship, itinerary, and cabin solutions for a successful trip.
- Conversion: Promptly and professionally answer questions regarding deck plans, amenities, and technical details to build trust and finalize bookings.
B. Post-Booking Engagement & Guest Nurturing
- Confirmation & Welcome: Proactively initiate conversation with FITs immediately upon booking to confirm receipt and provide a warm, luxury welcome.
- Requirement Discovery: Capture essential guest data, including dietary restrictions, mobility needs, and special celebrations (anniversaries, birthdays, etc.).
- Experience Enhancement (Upselling): Identify opportunities to enhance the guest鈥檚 journey by suggesting cabin upgrades, private shore excursions, or premium onboard packages.
C. Internal Collaboration & Synergy
- Reservations Liaison: Coordinate daily with the Reservations Team to ensure booking accuracy and real-time availability updates.
- Front Office Handover: Communicate all guest special requests and VIP profiles to the Ship-side Front Office to ensure the physical experience matches the digital promise.
- Marketing Feedback: Share guest insights and common inquiries with the Digital Marketing Team to help refine advertising messaging and social media content.
D. Post-Cruise Stewardship
- Feedback Collection: Follow up with guests after their cruise to gather candid feedback and ensure their expectations were met.
- Reputation Management: Encourage satisfied guests to share their experiences on TripAdvisor, Google, and other relevant review platforms.
- Issue Resolution: Act as the first point of contact for post-cruise concerns, resolving issues with autonomy based on established brand guidelines and pre-set rules.
3. CANDIDATE REQUIREMENTS
- Experience: 3+ years in luxury hospitality, premium travel agencies, or high-end guest relations.
- Language: Native or Bilingual proficiency in English (written and spoken) is mandatory. Proficiency in additional languages (French, German, Spanish, or Italian) is a significant advantage.
- Communication: Exceptional "digital etiquette" with the ability to convey a high-end luxury tone via text, email, and messenger platforms.
- Consultative Skills: Strong ability to listen to a guest's needs and provide tailored solutions rather than "hard selling."
- Autonomy: Ability to work independently under the guidance of the Commercial Director, making service-recovery decisions within pre-set parameters.
- Tech Literacy: Comfortable managing multiple communication channels (WhatsApp Business, OTA extranets, CRM/Email) simultaneously.
4. KEY PERFORMANCE INDICATORS (KPIs)
- Response Time: Maintaining an average response time of <2 hours during business hours.
- Conversion Rate: Percentage of FIT inquiries converted into confirmed bookings.
- Upsell Revenue: Total value of upgrades and excursions added to base bookings.
- Review Sentiment: Number of positive 5-star reviews mentioning the concierge service or the seamless booking process.
5. Additional Details
- Location: Zamalek Office in Cairo
- Position Type: Full Time