Concierge Suite Experience

Carnival Corporation•Fort Lauderdale, FL

20h•Remote

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. We are looking to hire a Concierge, Suite Experience. The Concierge, Suite Experience is responsible for supporting guests with personalized service needs before, during, and after their cruise experience. This role involves handling concierge-related requests, dining arrangements, celebrations, accessibility support, special accommodations, pre-cruise planning, and service recovery concerns. The role serves as a central point of contact for guests, travel advisors, and internal teams to ensure timely follow-up, coordination, and resolution of issues. The Concierge, Suite Experience will work closely with shipboard and shoreside teams to deliver a seamless and elevated guest experience while maintaining strong attention to detail, professionalism, empathy, and operational excellence. The ideal candidate will have strong written and verbal communication skills, exceptional guest service abilities, and experience handling escalated or sensitive guest concerns.

Requirements

High School Diploma or equivalent required
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

Responsibilities

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.