24小时前台服务，如有需要，包括礼宾服务
IT系统（MXP和 / 或POS）
MXP，Anveo，Microsoft Word，Excel和PowerPoint
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
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
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
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
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
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