客服专员 - Mandarin Speaking Guest Services Agent

职位内容 • 为所有客人提供信息的“心脏”• 负责船上的所有销售交易• 操作电话总机，无现金系统和安全系统• 充分了解客人信息娱乐系统，保证其顺利运行• 24小时前台服务，如有需要，包括礼宾服务 • 组织规划登船/离船的相关事宜• 准备及顺利地办理入住和退房手续• 每天阅读并更新日志，并采取相应的措施• 检查所有抵达客人的客人清单及其特别要求• 确保立即解决收到的所有客人的投诉或转交给相关方进行跟进。要及时告知客人所采取的一切行动• 准备客人名单、宴会邀请函、菜单和船舶管理的特别说明• 组织并协助客人有医疗需要的情况下离船• 协调、确认和协助客人的出发安排和其他行程安排（例如航班变更）• 整理客人信息文件（城市地图/小册子/行程相关资料）• 协调和调度岸上游览活动• 有效处理内部成员和客户的要求，其中则需要高度的耐心、机智和策略，收集准确信息和解决冲突• 良好的灵活性：按照管理层安排的不同作业时间（白天或夜间），必须能够独立工作。任何压力下，或甚至在困难的条件下，拥有积极的态度并保持维京最佳形象• 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任职资格 • 要求高中文凭，酒店学位者优先• 至少两年在豪华游轮或相当规模的国际酒店，前台职位的经验• 能够必须谨慎地正确处理机密信息，• 必须穿着得体，并保持良好的卫生标准• 能长时间行走及站立• 工作时间按组织需要和运营需求而变化• 服务为导向，以客人为中心，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• 掌握会计和行政相关技能• 流利的普通话（母语），良好的英语口语和书面技能——能够以良好的英语和适当的沟通方式处理任何类型的信息,会第三种语言技能者优先 PURPOSE OF POSITION • To provide guests at all times with friendly, personalized front-desk service 24 hours a day in a manner consistent with Viking China Outbound high standard of guest services.• This includes, but is not limited to, maintaining high standards and consistency of outstanding customer service and monitoring of all Guest Services-related tasks. YOUR RESPONSIBILITIES / TASKS / DUTIES • Center “the heart” of information for all guests• Transaction of all on board sales• Operation of phone switchboard, cashless system and safety system• Full understanding of guest infotainment system and guarantee of its smooth operation• 24h Front Desk Services, including concierge services, if required• Organization and planning of embarkation / disembarkation• Preparation and execution of a smooth check-in and check-out • Read and update the logbook daily and take action accordingly• Check guest manifests and special request lists for all arriving guests• Ensure that all guest complaints received are either settled immediately or referred to the relative party for follow up. Guest to be promptly advised of all actions taken• Prepares the guest lists, party invitations, menus, and special notes from the ships management• Assist in guest medical disembarkations with support of the management• Coordination, confirmation and assistance with guests’ departure arrangements and other travel connections (e.g. flight changes)• Organizing guest information documents (city maps / brochures / handouts)• Assistance with coordination and dispatching of shore excursions• Ability to effectively deal with internal & external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts• 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• 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 YOUR PROFILE • High school diploma required, and degree with hospitality focus 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• Relative accounting and administration skills• Fluent (native) in Mandarin, good oral and written skills in English - must be able to address any kind of information in an adequate manner with good English communication skills. A third language as per itinerary is an asset