Guest Services Manager
vor 1 Monat
Viking Cruises is a leading small ship travel company that offers destination-focused river, ocean, and expedition voyages on all seven continents. As a Guest Services Manager, you will be responsible for ensuring the efficient and effective operation of all guest service-related matters, in accordance with Viking's STAR Service Standards.
Key Responsibilities:- 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 accommodate guest requests and/or queries.
- Supervise and train all Ground Staff involved in embarkation, including 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.
- Export data from MXP and review manifests, amenity reports, special requests, etc. for upcoming cruises and send the relevant information to onboard teams.
- Assist and provide all necessary support to guests who need 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.
- Ensure that all printing of mid-cruise comment cards are delivered accurately and in a timely manner.
- Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism, and rational thinking.
- Provide the highest level of comfort and service to guests, as per Viking's STAR Service Standards and all Public Health Policies.
- Lead and support a multi-cultural team, maximizing crew satisfaction, productivity, and retention.
- A minimum of 2-3 years of experience in a front office or reception management position, with shipboard experience required.
- Fluent in English, with excellent oral and written communication skills.
- Experience in leading multi-cultural teams, with flexibility, stress resistance, and a commitment to teamwork.
- Strong accounting and administration skills, with proficiency in PC-based databases, spreadsheets, and word processing systems.
- Guest-focused, service-oriented, positive personality, professional appearance, and impeccable hygiene standards.
- Ability to handle all communications with confidentiality.
Viking Cruises is committed to being an equal opportunity employer, and all applicants will be considered for employment without attention to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, or genetic information.
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