职位职责
• 安排到达和转往到酒店和船上的相关事宜
• 确保接机送机的顺畅运行（客人/行李/规定时间）
• 协助丢失行李的客人
• 协助客人机场相关事宜
• 整理客人信息文件（城市地图/小册子/印刷品/问卷）
• 工作时间按航行日程表所述
• 根据排班计划协助客服前台工作（可能包括夜班）
• 负责提供有关旅游，每日简报以及本地，文化和历史评论的相关信息
• 在自由活动时间提供美食/餐馆、购物和活动方面的建议
• 接待和处理客人投诉和客人的短途游览的特殊需求
• 与项目经理联络，以了解客人的特殊需求，通报预计抵达时间并检查实际停靠位置
• 在项目经经理的督导下，积极参与/组织娱乐活动
• 协调所有游览项目，包括在指定城市导览客人，并为客人提供丰富的历史信息
• 在所有游览项目中陪伴客人并为当地导游翻译
• 控制和监督游览项目的实施及其质量
任职资格
• 酒店/旅游业相关学历
• 至少两年在管理职位/导游的专业经验
• 有国际/船舶行业工作经验者优先
• 流利的普通话和英语，具有其他语言技能者优先，如德语或法语
• 服务为导向，以客人为中心
• 能够独立工作
• 优秀的管理、组织和沟通能力
• 积极的个性，友善和整洁的外表
• 公共场合演讲演示的经验
• 具有灵活、抗压和解决问题的能力
ASSIGNMENTS/RESPONSIBILITIES
• Organization of arrivals and transfer to the Hotel and Vessel
• Ensuring smooth operation of transfers (transfer / luggage / times)
• Assistance to guests with lost luggage
• Assisting with guests at airport
• Organizing guest information documents (city maps/ brochures / handouts, questionnaires)
• Desk hours in accordance with the cruise layout
• Assisting at Guest Services Desk on rotating schedule (may include night shifts)
• Responsible for providing relevant information about the tour, daily briefing and local, cultural and historic commentary on the coach
• Offer advice on food/restaurants, shopping, and activities during free time
• Receipt and handling of guest complaints & private guest excursions
• Liaising with Lead Travel Concierge to inform about special guest needs and communicate estimated arrival time and check actual docking location
• Actively participate/ organize entertainment events under LTC supervision
• Coordination of all excursions including guiding guests in designated cities and providing the guests with historically enriching information
• Translating Local Guides and accompanying all excursions
• Controlling and monitoring of implementation and quality of the excursions
QUALIFICATION PROFILE
• Graduated education within hotel / tourism industry
• Min. 2 years professional experience in a management position / tour guidance
• International experience / experience on cruise ships is an asset
• Excellent Mandarin and English skills, other foreign languages are an asset e.g. German or French
• Service oriented and guest focused
• Ability to work independently
• Excellent management, organizational and communication skills
• Positive personality, friendly and neat appearance
• Experience in public speaking and giving presentations
• Stress resistance, flexible, problem-solving skills