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.
LEAD TRAVEL CONCIERGE
PURPOSE OF POSITIONYou ensure fullest guest satisfaction, communicate with our partners on shore side, you coordinate all shore-excursion activities, organization of guest entertainment programs and compliance with the product book and all included programs and services. You will lead a team of Travel Concierges, train and oversee their performance as translators, local guides and Viking ambassadors.
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. As the direct supervisor of the Travel Concierge Team, the Lead Travel Concierge must be able to fulfil all of the responsibilities as laid out for the Travel Concierge job description (see the separate job description).
ASSIGNMENTS/RESPONSIBILITIES
Onboard Duties
- Organization of embarkation and disembarkation
- Ensuring smooth operation of transfers to and from the vessel
- Coordination of airport representative and assisting with guest travels
- Handling / filing of cruise documentation, cruise reports & daily program
- Managing and filing vendor vouchers & onboard bookings
- Organizing guest information documents (city maps/ brochures / handouts)
- Organizing and presenting Welcome Briefings & guest entertainment (games / lectures / presentations) according to the cruise layout & active guest relation • Responsible for all public announcements (including bridge commentary)
- Receipt and handling of guest complaints & private guest excursions. Offer advice on food/restaurants, shopping, and activities during free time
- Desk hours attendance as outlined in the cruise layout
- Overall coordination of all excursions and the Travel Concierge team
- Liaising with local suppliers (reconfirmation of reservations, busses, guides)
- Instructing and briefing local guides prior to shore-excursion
- Guiding guests in designated cities and providing the guests with historically enriching Information
- Translating Local Guides on assigned excursions
- Controlling and monitoring of implementation and quality of the excursions
KPI PERFORMANCE
- Achieve/succeed the financial and quality KPI goals for the travel concierge team
- Strong motivation to achieve the company goals and objectives
- Liaise with HM concerning KPI cruise results; ensure that responsible Travel Concierges are kept informed, make suggestions for improvement within the Travel Concierge service areas and work in close relationship with all departments
- In collaboration with the Hotel Manager, sets stretch goals, and other goals & objectives in relation with the given company plan and makes recommendations how to achieve these goals
SECURITY
- Full knowledge about safety & security procedures
- Participations in all training concerning safety & security, fire prevention, evacuation exercises as required by the company
- Is able to raise the internal alarms correctly
DUTIES
- The holder of the position undertakes not to pass over the company’s information, manuals, information on business developments and EDP data to any third party or publicize or retain same for personal use after leaving the job.
- The company reserves the right to demand compensation for damages in the event of a breach of this instruction and take legal action against the staff.
- Conduct and appearance in accordance with the rules and regulations of Viking China Outbound
QUALIFICATION PROFILE
- Graduated education within hotel / tourism industry
- Min. 3 years professional experience in a management position / tour guidance
- International experience / experience on a ship or the luxury hotel industry is an asset
- Excellent Mandarin (as a first language), fluent in English both verbal and written, other languages are an asset: German or French
- Service oriented and guest focused behavior and attitude
- Ability to work independently
- Team builder and team player
- Ability to oversee and manage a team of at least 8 Travel Concierges
- Profound computer knowledge
- Excellent management, organizational and communication skills
- Positive personality, friendly and neat appearance
- Stress resistance, flexibility
- Experience in public speaking and giving (historical) presentations
- Administrative skills, controlling financial side of the shore excursion department
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
- Deputize the Hotel Manager, as the Manager on Duty (MOD), when required / appointed
- The company reserves the right to change/extend this job description if necessary at any point of time during her/his employment
GUIDELINES AND REGULATIONS
- Job Description
- Contract
- Company Rules and Regulations
- Onboard ABC
- Viking College
- Uniform Regulation
- Executive Chef Manual