OCEAN - Guest Service Manager

JOB DESCRIPTION

GUEST SERVICES MANAGER

 

A VIKING LEADERSHIP ROLE

As a Viking Shipboard Leader, you represent Viking’s values and leadership philosophy (Hávamál). You are a hospitality professional who demonstrates passion for excellence, who takes ownership for your areas of responsibility, and who believes in empowering your team with the skills, knowledge and tools to succeed. You are an exceptional role model for the Viking Family and have strong motivation to achieve the company’s goals and objectives. You are flexible, stress resistant, focused, and a truly committed team member.

 

PURPOSE OF POSITION

  • The Guest Services Manager ensures the efficient and effective operation of all guest service-related matters, in accordance with Viking’s STAR Service Standards.
  • It is your responsibility to create a friendly, guest-oriented service culture to ensure guest satisfaction and repeat business, which in turn, will increase revenue and profitability of the company.

 

YOUR RESPONSIBILITIES

  • Together with the Shore Excursions Manager, 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 accommodates guest requests and/or queries; supervise the Senior Receptionist when handling lost/delayed luggage.
  • Supervise and train all Ground Staff involved in embarkation. Training includes 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; supervise the guest embarkation process and consistently communicate with the terminal for matters relating to guests arriving from the airport, as per Viking’s Standard Operating Procedures.
  • Export data from MXP and review manifests, amenity reports, special requests, etc. for upcoming cruises and send the relevant information to onboard teams, and complete the necessary stateroom changes, upgrades, etc.
  • In conjunction with the Hotel Purser, take charge of guest medical disembarkations and follow up with the travelling companions of medically disembarked guests, once the guest leaves the ship or when they arrive home.
  • Assist and provide all necessary support to the guests who, for whichever reason (personal, medical, business) needs 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 card are delivered accurately and in a timely manner.
  • Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.
  • 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.
  • Lead and support a multi-cultural team, maximizing crew satisfaction, productivity and retention; 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. 
  • Provide the necessary guidance/training and information to the Explorers Team, in accordance with company standards and operational needs.
  • Provide competent leadership to all direct reports. Responsibilities include, but are not limited to: Conducting performance reviews, including discipline as needed, ensuring Maritime Labor Convention (MLC) compliance and onboard training, succession planning, crew communication and recognition.
  • 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 within your team 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.
  • Become knowledgeable and ensure your team are knowledgeable about itinerary-related ports of call, shore excursions and shipboard activities such as events, entertainment and programs.
  • Positively contribute to achieving/succeeding Guest Services KPI goals (quality & 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.
  • 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 2-3 years experience in a front office or reception management position. Shipboard experience is required.
  • 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.
  • Must have experience in leading multi-cultural teams; flexible, stress resistant, committed team player.
  • Strong accounting and administration skills are preferred and must be proficient with PC based databases, spread sheets, and word processing systems; experience in cash handling and foreign currency exchange is required.
  • Guest-focused, service-oriented, positive personality, professional appearance and impeccable hygiene standards are required, with excellent knowledge of all Public Health Policies; team builder with exceptional work ethic, motivational skills and coaching abilities.
  • Must handle all communications whether written, email, or telephone with confidentiality.

 

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:                               Guest Services Manager

Supervisor:                          Financial Officer

Head of Department:          Financial Officer

Direct reports:                 Senior Receptionist, Explorers Staff

 

 

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


Job Segment: Public Health, Service Manager, Manager, Healthcare, Customer Service, Management