Concierge Manager

Responsibilities

• Lead, train, and develop the Concierge team to consistent luxury/LQA standards.
• Coach, give timely feedback, and recognize performance with a fair, hands-on, open-door leadership style.
• Foster an accountable, supportive team culture that encourages professional development.
• Maintain handovers and operational continuity across contracts and rotations.
• Serve as the link between onboard Concierge and shoreside Destination Planning.
• Oversee dispatch of Destination Experiences, private transfers/cars, and shuttles, ensuring trained escorts accompany experiences as required.
• Maintain current port knowledge via research tools, resources, and local networks.
• Provide onboard input into Overland Journeys and Design Your Own Journeys/Days.
• Use known personal preferences to proactively individualize service.
• Resolve Resident/Guest concerns with discretion and sound judgment.
• Review the Concierge operation and recommend product, process, and service improvements.
• Audit service/logistical/financial/operational risk when plans change; decide or escalate as needed.
• Create/revise SOPs, role descriptions, and departmental processes.
• Assist with Ship tours, landings, Marina days, and Expeditions as required.
• Deliver clear, professional communication across Resident/Guest channels (port lecture intros, TV segments, briefings).
• Coordinate across onboard departments and with shoreside teams, tour operators, DMCs, the Clearance Officer, and global providers.
• Manage financial aspects of the Concierge department, including developing, managing, and adhering to department operating/revenue budgets; submitting monthly forecasts and reviews.
• Manage staffing levels, vacation schedules, and overtime cost-effectively; ensure Time & Attendance/work-rest hour compliance.
• Oversee invoicing/payment reconciliation with port-based providers against contracted rates.
• Oversee cash gratuity preparation, control, and reconciliation with the Manager of Finance.
• Oversee departmental purchasing, inventory, and provisioning within budget.
• Lead by example with fairness, transparency, accountability, and a hands-on style.
• Demonstrate emotional intelligence and build positive relationships across a multicultural environment.
• Communicate with the executive presence and discretion needed to build trust with ultra-high-net-worth individuals.
• Collaborate across onboard, shoreside, and global partners to deliver seamless experiences.
• Manage multiple complex, time-sensitive priorities with composure, sound judgment, and attention to detail — including confidential information.
• Apply calm, resourceful problem-solving under pressure.
• Stay creative, culturally aware, adaptable, and resilient across diverse cultures, time zones, and changing environments.
• Demonstrate genuine passion for personalized, memorable experiences.

Qualifications

• Fluent read/write/speak English; additional languages beneficial, not required.
• Post-secondary qualification in Hospitality Management, Tourism, Business, or related field preferred; equivalent experience considered.
• Minimum 5 years in luxury hospitality, concierge, destination services, or guest relations, with 2+ years supervisory/managerial.
• Prior Shore Excursions/Destination Services leadership on a luxury vessel strongly preferred.
• Experience serving high-net-worth clientele and coordinating complex, multi-region destination operations highly desirable.
• Proficient in MS Office (Outlook, Word, Excel, SharePoint); comfortable adopting new/AI tools.
• Working knowledge of shipboard reservation/inventory/payment systems, including Fidelio.
• Strong project management and analytical skills — coordinating workstreams, managing budgets, reconciling invoices, forecasting, maintaining data accuracy.
• Knowledge of world geography, ports of call, and travel logistics.
• Confident public speaker with strong organizational skills.