GUEST EXPERIENCE CONCIERGE at Accor

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

27 Apr, 26

Salary

0.0

Posted On

27 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Luxury Hospitality, Guest Relations, Consultative Skills, Communication, Tech Literacy, Digital Etiquette, Autonomy, Experience Enhancement, Inquiry Management, Feedback Collection, Issue Resolution, Internal Collaboration, Upselling, Language Proficiency, Customer Service, Booking Management, Reputation Management

Industry

Hospitality

Description

Company Description Movenpick Nile Cruises | Royal Lily | Royal Lotus | Prince Abbas You will represent Movenpick Nile Cruises, a premier luxury portfolio featuring high-yield inventory ranging from Deluxe Cabins to Royal Suites across both the Luxor-Aswan and Lake Nasser routes. Our operational structure supports diverse sales strategies with guaranteed departures every Monday and Friday, offering flexible 3, 4, or 7-night itineraries to maximize occupancy. This is an opportunity to drive commercial success for a product defined by superior service standards, including curated sightseeing and exceptional cuisine, ensuring high guest satisfaction and strong market positioning.. Job Description 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 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

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The Guest Experience Concierge will manage incoming inquiries from individual travelers, guiding them through the booking process and ensuring a high-touch luxury relationship. Responsibilities include post-booking engagement, internal collaboration with teams, and post-cruise stewardship.