Job Description

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 aConcierge, 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.

Here’s a summary of what Princess is looking for in a Concierge, Suite Experience.  Is this you? 

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.

Knowledge & Skills:

• Scope: The Guest Service Concierge supports guests through a variety of service-related needs including dining requests, celebrations, accessibility coordination, special occasions, pre-cruise planning, service recovery, and onboard support concerns.

• Problem solving: The Guest Service Concierge must be able to assess guest concerns, identify the root cause of issues, and determine the best course of action to provide timely and thoughtful resolutions. This role requires strong critical thinking, sound judgment, and the ability to balance guest satisfaction with operational guidelines.

• Impact: The Guest Service Concierge has a direct impact on guest satisfaction, loyalty, and overall brand perception. By delivering personalized support, resolving concerns quickly, and creating memorable experiences, this role helps strengthen guest confidence in Princess Cruises. The position also supports operational efficiency by coordinating across teams, reducing escalations, improving communication, and identifying opportunities to enhance the overall guest experience.     

• Leadership: The Guest Service Concierge demonstrates leadership through strong ownership, professionalism, and accountability in every guest interaction. This role leads by example through collaboration, effective communication, sound judgment, and a commitment to delivering exceptional service.

For all roles:

• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.

• Skills:  Strong time management and organizational skills

• Abilities:  Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

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

Travel:   No or very little travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands:Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Princess headquarters for in-office collaboration.  

Princess provides comprehensive and innovative benefits to meet your needs, including:

What You Can Expect

• Cruise and Travel Privileges for You and Your Family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan  
• Training & Professional Development 
• Tuition & Professional Certification Reimbursement 
• Rewards & Incentives  

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact careers@carnival.com. 

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