GUEST EXPERIENCE CONCIERGE ACCOR

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 s 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

• 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
• 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