A Concierge provides special assistance and courtesy services to guests and patrons at a hotel or club. Greets and provides services for building residents or tenants. Arranges reservations, purchases tickets, answers questions and responds to customer requests.
At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we're continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
APPLY ONLINE
If you're interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. Serve as the primary chat contact for prospective and existing guests, as well as travel advisors, via the Regent Seven Seas Cruises website. Provide prompt, knowledgeable support on reservations, payments, itineraries, promotions, and policies, while ensuring a consistently exceptional service experience. Handle daily chat interactions with a focus on quality assurance, cruise sales, response times, and schedule adherence. Collaborate regularly with internal teams and engage with external customers to resolve reservation-related issues and promote the Regent experience through professional, service-focused communication.
DUTIES & RESPONSIBILITIES
Promptly respond to inbound web chats from guests and travel advisors, identifying and resolving inquiries with professionalism and timely follow-up. Build strong relationships by delivering exceptional service that enhances the guest experience. Manage multiple chats and inbound calls simultaneously, maintaining accuracy and attention to detail. Research and resolve booking-related issues, including changes, cancellations, payments, and website support. Maximize sales opportunities during chats by promoting the Regent Seven Seas Cruises experience, suite upgrades, excursions, hotel packages, and onboard enhancements. Accurately document all leads in Salesforce for effective follow-up and tracking. Stay current on promotions, policies, procedures, and product updates through meetings, training sessions, and internal communications. Use company tools and resources—such as the reservation system, website, and training materials—to provide up-to-date, accurate information. Support inbound sales and service calls as directed by management.
QUALIFICATIONS DEGREE TYPE
High School Diploma
EXPERIENCE
Minimum 1 year of customer service experience. Cruise/Travel experience preferred. Live/Web Chat experience preferred.
COMPETENCIES/SKILLS
Excellent written communication skills with the ability to deliver clear, concise, and professional responses through text-based platforms. Strong working knowledge of Regent Seven Seas Cruises products, including fleet details, itineraries, and service offerings. Proficiency in using Salesforce and the NVS Reservations system. Exceptional customer service skills with the ability to resolve inquiries, troubleshoot issues, and make sound decisions. Proven sales skills with the ability to identify and capitalize on upsell opportunities during guest and advisor interactions. Ability to multitask effectively, managing simultaneous chat and phone communications when needed. Comfortable navigating and operating multiple computer systems and applications concurrently. Flexibility to work rotating shifts, including weekends (Saturdays and Sundays), as required by business needs.
ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (
NYSE:
NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.
LEARN MORE ABOUT OUR COMPANY
At a Glance Brand Overview Norwegian Cruise Line Oceania Cruises Regent Seven Seas Cruises New Releases
EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding's policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. We're thrilled you're here to explore career opportunities with our team. If you're driven and enjoy thriving in an environment that values People Excellence, you're in the right place! We're incredibly proud of our team and the meaningful work we do every day. Our culture is built on Innovation, Collaboration, Transparency and Passion; our key Value Anchors that continue to drive our success and shape our future. We're excited to learn more about your background and experiences, and to see where this journey might take us together. Please introduce yourself and let's get connected Our team is committed to People Excellence and we make it our business to ensure that we recruit the best and the brightest talent to be a part of our growing company. If you're ready to take your career to the next level and collaborate with our team in driving innovation, guest experiences and operational excellence, then NCLH is the place for you! Norwegian Cruise Line Holdings Ltd. (
NYSE:
NCLH) is a leading global cruise company that operates Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. With a combined fleet of 34 ships and itineraries to approximately 700 destinations worldwide, NCLH has exciting plans to expand our business in the years ahead. We expect to add 13 additional ships across the three brands through 2036. To learn more about our brands, please visit: https://www.nclhltd.
com/brands Norwegian Cruise Line https:
//youtu.be/_xCrwYz_7e8 Oceania Cruises https://youtu.be/E_aptk9QNvE Regent Seven Seas Cruises https://youtu.be/irx8sLBX0Sc
