GUEST SERVICES MANAGER

ABOUT VIKING
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 MANAGER

PURPOSE OF POSITION

• To manage the Guest Services Department by maintaining an efficient administration system and by creating a warm, welcoming, friendly and guest-orientated environment to ensure guest satisfaction and repeat business, which in turn will increase revenue and profitability of the company. 
• To provide at all times an excellent guest service, maintaining high standards and consistency of outstanding customer service, monitoring of all guest services-related tasks and supervising and coaching the guest services team. The duties are carried out in accordance with Viking China Outbound standards.

YOUR RESPONSIBILITIES
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 in the Guest Serviced Department, the Guest Services Manager must be able to fulfill all of the responsibilities as laid out for the Guest Services Agent job description (see the separate job description).

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 China Outbound
• Supervision of Guest Services Department including organization, management and motivation of all guest services staff, incl. supervising the appropriate appearance and clothing of the team members according to the updated grooming standards 
• Preparation of opening and closing ships at start and end of season
• Ensure good co-operation and regular exchange of information with all departments, the Hotel Manager and the CORE Team 
• Obliged to take part in internal training courses and to implement what has been learnt in daily practice 
• Conduct performance evaluations for direct reports • Conduct departmental “Daily Reunion”

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 
• Providing general administrative support to the Hotel Manager 
• Handling and preparation of customs regulations
• Preparation of Cruise and monthly reports

KPI PERFORMANCE 

• Achieve/succeed the KPI goals for the department as a guest services team
• Strong motivation to achieve the company goals and objectives
• Liaise with HM concerning KPI cruise results; ensure that responsible departments are kept informed; make suggestions for improvement within Guest Services department; 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
• In the night shift: hourly fire, safety and security patrols
• 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 ChinaOutbound

YOUR PROFILE 

• Hospitality degree required (min. Diploma in Hotel Management), and higher level of academic degree (BA, MBA) 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, able to work different shifts 
• Relative accounting and administration skills
• Fluent in Mandarin and in English - must be able to address any kind of information in an adequate manner with excellent oral & written Mandarin and 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
• 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