Overview
8名礼宾成员的能力
PURPOSE OF POSITION
You 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.
Responsibilities
* 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
Qualifications
* 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
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