客服经理 - Mandarin Speaking Guest Services Manager

职位内容 • 良好的灵活性：必须能够在管理层安排的不同班次(白天或夜间)下独立工作，在压力下能够随时反馈，甚至在困难的条件下，拥有积极的态度——展现维京外展中国市场专业的服务态度和最佳形象• 监督客服部，包括对所有客服人员的组织、管理和激励；根据最新的仪容标准来监督团队成员的仪容仪表和服装• 在季节开始和结束航行时，准备开船和闭船事宜• 确保与各部门、酒店经理和核心团队保持良好的合作关系和定期的信息交流• 参加内部培训课程并实施日常实践中所学到的知识• 对报告进行绩效评估• 执行所属部门的“每日例会”• 客户账单资料的输入和管理IT系统（MXP和/或POS）• 了解所有与行程相关的停靠港口和岸上观光• 每日计划的制作(维京日报)• 更新船上信息娱乐系统• 了解电脑系统的所有功能，包括但不限于MXP，Anveo，Microsoft Word，Excel和PowerPoint• 为酒店经理提供行政支持• 处理和筹备海关条例• 准备巡航和月度报告任职资格 • 要求酒店管理学士学位（至少是酒店管理文凭），更高学历者（BA,MBA）优先• 至少两年年在豪华游轮或相当规模国际酒店及前台职位的工作经验• 能够必须谨慎地正确处理机密信息• 穿着得体，并保持良好的卫生标准• 能够长时间行走及站立• 工作时间按组织需要和运营需求而变化• 以服务为导向，客人为中心，个性积极和专业的外表• 灵活、抗压能力强，有团队合作精神，信守承诺，能够胜任不同班次的工作• 掌握会计和行政的相关技能• 流利的普通话和良好的英语口语和书面技能——能够以良好的英语以适当的沟通方式来处理任何类型的信息，会第三种语言技能者优先 YOUR RESPONSIBILITIES • Outstanding flexibility: must be able to work alone, in different shifts (day time or night time) as scheduled by the management, under pressure and reflect at all times, even under difficult conditions, a positive can-do attitude and the best image of Viking China Outbound• Supervision of Guest Services Department including organization, management and motivation of all guest services staff, incl. supervising the appropriate appearance and clothing of the team members according to the updated grooming standards• Preparation of opening and closing ships at start and end of season• Ensure good co-operation and regular exchange of information with all departments, the Hotel Manager and the CORE Team• Obliged to take part in internal training courses and to implement what has been learnt in daily practice• Conduct performance evaluations for direct reports• Conduct departmental “Daily Reunion”• Entering and controlling of guest checks into IT system (MXP and / or POS)• Become knowledgeable about all itinerary-related ports of call and shore excursions• Production of the daily program (Viking Daily)• Update of onboard Infotainment system• Know all the functions of the computer systems, incl. but not limited to MXP, Anveo, Microsoft Word, Excel and PowerPoint• Providing general administrative support to the Hotel Manager• Handling and preparation of customs regulations• Preparation of Cruise and monthly reportsYOUR PROFILE • Hospitality degree required (min. Diploma in Hotel Management), and higher level of academic degree (BA, MBA) preferred• Minimum of 2 years previous experience required in an upscale cruise line or international luxury hotel in China of a comparable size in the similar position in the scope of the Front Office department• Must be able to deal correctly with confidential information and must be discrete• Must be well groomed and maintain impeccable hygiene standards• Extensive walking required and ability to stand on feet for a long time• Hours may vary based upon organizational needs and operational demands• Guest focused, service oriented, positive personality and professional appearance• Flexible and stress resistant, team player, shows commitment, able to work different shifts• Relative accounting and administration skills• Fluent in Mandarin and in English - must be able to address any kind of information in an adequate manner with excellent oral & written Mandarin and English communication skills. A third language as per itinerary is an asset