Viking (NYSE: VIK) was founded in 1997 and provides destination-focused journeys on rivers, oceans and lakes around the world. Designed for curious travelers with interests in science, history, culture and cuisine, Chairman and CEO Torstein Hagen often says Viking offers experiences for The Thinking Person™.
Viking has more than 450 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler in the 2023 and 2024 Readers’ Choice Awards. Viking is also rated a “World’s Best” for rivers, oceans and expeditions by Travel + Leisure. No other travel company has simultaneously received the same honors by both publications.
GUEST SERVICES AGENT
PURPOSE OF POSITION- To provide guests at all times with friendly, personalized front-desk service 24 hours a day in a manner consistent with Viking China Outbound high standard of guest services.
- This includes, but is not limited to, maintaining high standards and consistency of outstanding customer service and monitoring of all Guest Services-related tasks.
YOUR RESPONSIBILITIES / TASKS / DUTIES
This document is not a definite overview of the expected responsibilities, tasks and duties. Items can be added in the future depending on the final departmental development. The holder of this statement can be asked to take on other tasks in addition of the ones stated on the paper
ASSIGNMENTS/RESPONSIBILITIES
- Center “the heart” of information for all guests
- Transaction of all on board sales
- Operation of phone switchboard, cashless system and safety system
- Full understanding of guest infotainment system and guarantee of its smooth operation
- 24h Front Desk Services, including concierge services, if required
- Organization and planning of embarkation / disembarkation
- Preparation and execution of a smooth check-in and check-out
- Read and update the logbook daily and take action accordingly
- Check guest manifests and special request lists for all arriving guests
- Ensure that all guest complaints received are either settled immediately or referred to the relative party for follow up. Guest to be promptly advised of all actions taken
- Prepares the guest lists, party invitations, menus, and special notes from the ships management
- Assist in guest medical disembarkations with support of the management
- Coordination, confirmation and assistance with guests’ departure arrangements and other travel connections (e.g. flight changes)
- Organizing guest information documents (city maps / brochures / handouts)
- Assistance with coordination and dispatching of shore excursions
- Ability to effectively deal with internal & external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
TEAMWORK
- Outstanding flexibility: must be able to work alone, in different shifts (day time or night time) as scheduled by the management, under pressure and reflect at all times, even under difficult conditions, a positive can-do attitude and the best image of Viking
PRODUCT KNOWLEDGE
- Entering and controlling of guest checks into IT system (MXP and / or POS)
- Become knowledgeable about all itinerary-related ports of call and shore excursions
- Production of the daily program (Viking Daily)
- Update of onboard Infotainment system
- Know all the functions of the computer systems, incl. but not limited to MXP, Anveo, Microsoft Word, Excel and PowerPoint
KPI PERFORMANCE
- Achieve/succeed the KPI goals for the department as a guest services team
- Strong motivation to achieve the company goals and objectives
SECURITY
- Full knowledge about safety & security procedures, participations in all training concerning safety & security, fire prevention, evacuation exercises as required by the company
- In the night shift: hourly fire, safety and security patrols
- Is able to raise the internal alarms correctly
YOUR PROFILE
- High school diploma required, and degree with hospitality focus preferred
- Minimum of 2 years previous experience required in an upscale cruise line or international luxury hotel in China of a comparable size in the similar position in the scope of the Front Office department
- Must be able to deal correctly with confidential information and must be discrete
- Must be well groomed and maintain impeccable hygiene standards
- Extensive walking required and ability to stand on feet for a long time
- Hours may vary based upon organizational needs and operational demands
- Guest focused, service oriented, positive personality and professional appearance
- Flexible and stress resistant, team player, shows commitment
- Relative accounting and administration skills
- Fluent (native) in Mandarin, good oral and written skills in English - must be able to address any kind of information in an adequate manner with good English communication skills. A third language as per itinerary is an asset
GUIDELINES AND REGULATIONS
- Implement PSO policies, procedures, standards, as laid out by the management
- Ensure appropriate appearance and clothing according to the updated grooming standards
- The company reserves the right to change/extend this job description if necessary at any point of time during her/his employment