Guest Services Manager
Vor 6 Tagen
Viking is seeking a highly skilled Guest Services Manager to join our team. As a key member of our shore-based operations, 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.
The ideal candidate will have a minimum of 2-3 years of experience in a front office or reception management position, with a proven track record of leading multi-cultural teams and providing exceptional customer service. You will be fluent in English and have excellent oral and written communication skills, with the ability to speak an additional language an advantage.
As a Guest Services Manager, you will be responsible for creating a friendly, guest-oriented service culture to ensure guest satisfaction and repeat business. This will involve managing the Explorers Desk Team, overseeing the Explorers Desk operation, and supervising and training all Ground Staff involved in embarkation. You will also be responsible for liaising with the Shore Excursions Manager to ensure a smooth operation between the airport and terminal for guests arriving to the ship.
The successful candidate will be a strong leader with excellent communication and interpersonal skills, able to motivate and inspire a team to deliver exceptional results. You will be flexible, stress-resistant, and committed to achieving the company's goals and objectives. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.
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.
- 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.
- Provide competent leadership to all direct reports, including conducting performance reviews, onboard training, succession planning, crew communication, and recognition.
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