Explorers Staff @ Viking Cruises

PURPOSE OF POSITION

• It is your responsibility to provide guests with a friendly, personalized front-desk service to ensure guest satisfaction and repeat business, which in turn, will increase revenue and profitability of the company.
• As directed by the Shore Excursions Manager, the Explorers Staff promotes, sells and dispatches shore excursions offered at various ports of call.
• You are also required to resolve guest complaints, in accordance with Viking’s STAR Service Standards.

YOUR RESPONSIBILITIES

• Ensure that guest concerns received at the Explorers Desk are settled according to Viking’s STAR Service Standards; receive and inventory lost and found items according to company policies and procedures; prepare the berthing list, guest list, cocktail invitations, gift orders and special orders from the ship’s management to guests.
• Process all guests at embarkation/registration according to the Viking’s relevant Standard Operating Procedures. This includes check-in, collecting passports and other documents.
• Assist the Pursers Department with guests` immigration formalities, when needed.
• Maintain a working cash float, collect payments and register credit cards, for processing. It is your responsibility to ensure that there are no shortages; assist guests with onboard accounts and any queries they may have.
• Assist with tour dispatch and execution; regularly escort guests on shore excursions to monitor the quality of tours and to ensure that a high standard of product and port knowledge is maintained.
• Undertake concierge duties such as booking restaurants, golf and other activities ashore.
• Ensure that there is sufficient printed materials for the guests at all times (Viking Daily, shore excursions booking forms, port maps, etc.).
• Facilitate and assist guests with onboard shore excursion bookings; handle private guest excursions.
• Coordinate all shore excursions including the audio equipment required for each excursion.
• Serve as a Viking Ambassador at all times, in accordance with Viking’s STAR Service Standards.
• Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.
• Properly communicate and coordinate activities with other onboard departments to ensure guests satisfaction, in accordance with Viking’s STAR Service Standards.
• Provide the highest level of comfort and service to guests, as per Viking’s STAR Service Standards and all Public Health Policies.
• Manage service according to guest flow, embarkation & disembarkation and all onboard activities.
• Ensure a smooth disembarkation process, by providing assistance with online check-in, when needed, and transfer arrangements, if not arranged by Viking.
• Participate in “The Daily Reunion” every day to understand your team’s operational needs and to ensure consistent adherence to Viking’s STAR Service Standards.
• Ensure you always wear the appropriate and task specific Personal Protective Equipment (PPE) as required for your duties onboard. Always use correct lifting techniques to prevent injuries.
• Uphold impeccable grooming standards at all times by complying with Viking’s Image and Uniform Standards.
• Ensure that company property is appropriately secured and protected, especially during rough weather conditions, in order to prevent unnecessary loss or damage.
• Demonstrate outstanding flexibility: must be able to work at different times of the day, under pressure and reflect a positive can-do attitude and the best image of Viking at all times.
• Become knowledgeable about itinerary-related ports of call, shore excursions and all shipboard activities.
• Have strong motivation to achieve the company goals and objectives (quality and financial) for the Guest Services Department.
• Have full knowledge about safety & security procedures and can operate in line with all Public Health, Environmental and Safety & Security Policies; participate in all training concerning onboard training, safety & security, fire prevention, evacuation exercises as required by the company.
• Assist in other departments and/or perform additional duties, upon instruction from supervisors.

YOUR PROFILE

• A required minimum of one year’s experience in a front of house role at a premium brand hotel or resort.
• Shipboard experience is preferred.
• Fluent in English - must be able to address any kind of information in an adequate manner with excellent oral and written English communication skills – the ability to speak an additional language is an advantage.
• Flexible, stress resistant, committed team player and exceptional work ethic is required; must demonstrate the ability to work independently.
• Strong administration skills are preferred and must be proficient with PC based databases, spread sheets, and word processing systems; must demonstrate excellent management and organizational skills; experience in cash handling and foreign currency exchange is required.
• Guest-focused, service-oriented, positive personality, professional appearance, and impeccable hygiene standards, with excellent knowledge of all Public Health Policies are required.