OCEAN - Explorers Staff

JOB DESCRIPTION

EXPLORERS STAFF

 

WORKING WITH VIKING

As a Viking Shipboard Team Member, you represent Viking’s values and our Service Standard, STAR Service. You are a hospitality professional with a passion for excellence. Viking will empower you with the skills, knowledge and tools to succeed in your role onboard. At Viking, we are committed to each other and our guests through a shared set of values. We strive to be the best; we always impress our guests and we care for each other as a family. By working for Viking, you embody our world-class service culture and become a valued part of our Viking Family. 

 

PURPOSE OF POSITION

  • It is your responsibility to provide guests with a friendly, personalized front-desk service to ensure guest satisfaction and repeat business, which in turn, will increase revenue and profitability of the company.
  • As directed by the Shore Excursions Manager, the Explorers Staff promotes, sells and dispatches shore excursions offered at various ports of call.
  • You are also required to resolve guest complaints, in accordance with Viking’s STAR Service Standards.

 

YOUR RESPONSIBILITIES

  • Ensure that guest concerns received at the Explorers Desk are settled according to Viking’s STAR Service Standards; receive and inventory lost and found items according to company policies and procedures; prepare the berthing list, guest list, cocktail invitations, gift orders and special orders from the ship’s management to guests.
  • Process all guests at embarkation/registration according to the Viking’s relevant Standard Operating Procedures. This includes check-in, collecting passports and other documents.
  • Assist the Pursers Department with guests` immigration formalities, when needed.
  • Maintain a working cash float, collect payments and register credit cards, for processing. It is your responsibility to ensure that there are no shortages; assist guests with onboard accounts and any queries they may have.
  • Assist with tour dispatch and execution; regularly escort guests on shore excursions to monitor the quality of tours and to ensure that a high standard of product and port knowledge is maintained.
  • Undertake concierge duties such as booking restaurants, golf and other activities ashore.
  • Ensure that there is sufficient printed materials for the guests at all times (Viking Daily, shore excursions booking forms, port maps, etc.).
  • Facilitate and assist guests with onboard shore excursion bookings; handle private guest excursions.
  • Coordinate all shore excursions including the audio equipment required for each excursion.
  • Serve as a Viking Ambassador at all times, in accordance with Viking’s STAR Service Standards.
  • Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.
  • Properly communicate and coordinate activities with other onboard departments to ensure guests satisfaction, in accordance with Viking’s STAR Service Standards.
  • Provide the highest level of comfort and service to guests, as per Viking’s STAR Service Standards and all Public Health Policies.
  • Manage service according to guest flow, embarkation & disembarkation and all onboard activities.
  • Ensure a smooth disembarkation process, by providing assistance with online check-in, when needed, and transfer arrangements, if not arranged by Viking.
  • Participate in “The Daily Reunion” every day to understand your team’s operational needs and to ensure consistent adherence to Viking’s STAR Service Standards.
  • Ensure you always wear the appropriate and task specific Personal Protective Equipment (PPE) as required for your duties onboard. Always use correct lifting techniques to prevent injuries.
  • Uphold impeccable grooming standards at all times by complying with Viking’s Image and Uniform Standards.
  • Ensure that company property is appropriately secured and protected, especially during rough weather conditions, in order to prevent unnecessary loss or damage.
  • Demonstrate outstanding flexibility: must be able to work at different times of the day, under pressure and reflect a positive can-do attitude and the best image of Viking at all times.
  • Become knowledgeable about itinerary-related ports of call, shore excursions and all shipboard activities.
  • Have strong motivation to achieve the company goals and objectives (quality and financial) for the Guest Services Department.
  • Have full knowledge about safety & security procedures and can operate in line with all Public Health, Environmental and Safety & Security Policies; participate in all training concerning onboard training, safety & security, fire prevention, evacuation exercises as required by the company.
  • Assist in other departments and/or perform additional duties, upon instruction from supervisors.

 

This document describes the primary activities, duties and responsibilities of this position. Your manager or supervisor may assign additional duties and responsibilities to you.

 

YOUR PROFILE:

  • A required minimum of one year plus experience in a luxury hotel operation in a Supervisor or Management role. Shipboard experience is preferred.
  • 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.
  • Flexible, stress resistant, committed team player and exceptional work ethic is required; must demonstrate the ability to work independently.
  • Strong administration skills are preferred and must be proficient with PC based databases, spread sheets, and word processing systems; must demonstrate excellent management and organizational skills; experience in cash handling and foreign currency exchange is required.
  • Guest-focused, service-oriented, positive personality, professional appearance and impeccable hygiene standards, with excellent knowledge of all Public Health Policies are required.

 

GUIDELINES AND REGULATIONS

  • Implement Standard Operating Procedures & STAR Service Standards within the department.
  • Ensure appropriate appearance and clothing according to the updated Grooming Standards.
  • The company reserves the right to change/extend this job description if necessary, at any point of time during her/his employment.

 

 

Position:                                            Explorers Staff

Supervisor:                                       Guest Services Manager

Gives instructions to:                   NA

Receives instructions from:       Financial Officer, Guest Services Manager, Shore Excursions Manager, Senior Receptionist

 

 

“As for conditions — in terms of contracts, special benefits and vacations during the season — Viking is far above average within the industry.”


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