GUEST SERVICES MANAGER

• Together with the Shore Excursions Manager, manage the Explorers Desk Team to ensure guest satisfaction is maintained, in accordance with Viking’s STAR Service Standards.

• Oversee the Explorers Desk operation and ensure that the operation hours accommodates guest requests and/or queries; supervise the Senior Receptionist when handling lost/delayed luggage.

• Supervise and train all Ground Staff involved in embarkation. Training includes check in procedures and the use of Gabba Devices.

• Keep all Hotel Departments informed about respective guest queries, individual requirements and potential challenges.

• Liaise with the Shore Excursions Manager to ensure a smooth operation between the airport and terminal for guests arriving to the ship; supervise the guest embarkation process and consistently communicate with the terminal for matters relating to guests arriving from the airport, as per Viking’s Standard Operating Procedures.

• Export data from MXP and review manifests, amenity reports, special requests, etc. for upcoming cruises and send the relevant information to onboard teams, and complete the necessary stateroom changes, upgrades, etc.

• In conjunction with the Hotel Purser, take charge of guest medical disembarkations and follow up with the travelling companions of medically disembarked guests, once the guest leaves the ship or when they arrive home.

• Assist and provide all necessary support to the guests who, for whichever reason (personal, medical, business) needs to leave the ship, before the cruise is finished

• Be the point-of-contact for guests staying in the Owner Suite and ensure their satisfaction is achieved, at all times.

• Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.

• Ensure that all printing of mid-cruise comment card are delivered accurately and in a timely manner.

• Provide the necessary guidance/training and information to the Explorers Team, in accordance with company standards and operational needs.

• Provide competent leadership to all direct reports.

• Become knowledgeable and ensure your team are knowledgeable about itinerary-related ports of call, shore excursions and shipboard activities such as events, entertainment and programs.

• Monthly salary is paid via on-board Visa card, no tax deduction

• Five ( 5 ) paid vacation days for each month worked is included in the salary; this is accumulated and only paid at the end of the contract

• Health insurance is provided during the contract period ( not applicable to vacation )

• All crew have life insurance at $100,000 death in service benefit

• No charge for crew laundry facilities, including detergent dispensers

• Free Wi-fi on-board

• Medical and visa expenses will be reimbursed on the first payroll against original receipts

• The company covers flights and transfer to the vessel from and to your nearest international airport of your country of residence; hotel overnight is optional for long-distance travels

• Uniform is provided; including shoes and safety equipment, and maintained by our main laundry

• Two-crew only recreational areas ( indoor and outdoor )

• Access to the guest gym after 10 PM

• A required minimum of 3 years’ experience in a front office or reception management position.

• 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.

• Shipboard experience is required.

• Strong accounting and administration skills are preferred and must be proficient with PC based databases, spread sheets, and word processing systems.

• Must confidentially handle all communications, including written, email, and phone.

• Updated C.V. without employment gaps is needed; to note any unemployment

• References and appraisals for at least the last two ( 2 ) year performance evaluation

• Work employment certificate

• Company references

• All documents should be sent via email. We will contact you for further requirements of other documents needed after we receive these documents

• Incomplete application will not be considered

GCS Vietnam will process your documents to match the position you are applying for before submitting your application to VIKING.