职位概况
确保为客人带来最大的满意度，与岸上的合作伙伴进行沟通，协调所有岸上游览活动，组织客人的娱乐节目，遵守产品手册以及包含的所有程序和服务。带领一个礼宾团队，培训并监督他们作为翻译、当地的导游和维京大使。
职位职责
* 组织登船和离船相关事宜
* 确保客人从机场到船舶间往返的顺畅运行
* 协调机场代表并协助客人旅行
* 整理 / 归档航行文件，航行报告和日程计划
* 管理和备案供应商凭证单据及船上预订
* 整理客户信息文件（城市地图 / 小册子 / 印刷品）
* 与客人建立良好的关系，根据航行日程表组织并介绍欢迎简报和客户娱乐项目（游戏 / 讲座 / 演示文稿）
* 负责所有的公众公告（包括沿途风光的讲解）
* 接待和处理客人的投诉和宾客的私人游览需求。在客人自由活动时间，提供美食 / 餐馆、购物和活动方面的建议
* 工作时间按航行日程表所述
* 整体协调所有游览项目和礼宾团队
* 联络当地的供应商（重新确认预定信息、巴士和导游）
* 在岸上导览前指导并向当地导游介绍基本情况
* 在指定的城市导览客人，为客人提供丰富的历史信息
* 在指定的游览项目中为当地导游翻译
* 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
* 至少三年在管理职位 / 导游的专业经验
* 国际 / 船舶或豪华酒店行业工作经验者优先
* 优秀的普通话（作为第一语言）技能，流利的口头和书面英语能力，具有其他语言技能者优先，如德语或法语
* 以服务为导向，以客为尊的行为和态度
* 能够独立工作
* 具有团队建设能力并富有团队精神
* 能够监督和管理至少8名礼宾成员的能力
* 丰富的电脑知识
* 出色的管理、组织和沟通能力
* 积极的个性、友善和整洁的外表
* 具有灵活性，抗压能力强
* 公共场合演讲（历史）演示的经验
* 具有行政技能，能够管控岸上游览部分的财政方面
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.
YOUR RESPONSIBILITIES / TASKS / 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
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
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