OCEAN - Senior Receptionist

JOB DESCRIPTION

SENIOR RECEPTIONIST 

 

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 Senior Receptionist ensures the efficient and effective operation of all guest service-related matters, in accordance with Viking’s STAR Service Standards.
  • You are required to assist the Guest Services Manager and oversee the Explorers’ Team in their daily duties.
  • 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

  • Supervise Guest Services and the Front Desk Operation.
  • 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, all onboard activities.
  • Handle lost/delayed luggage, according to Viking’s Standard Operating Procedures (SOPs); handle the administration of offloads/shipping services for lost and found items.
  • Assist the Guest Services Manager with guest medical disembarkations, when needed.
  • Act as the first point of contact for any major issues and/or challenges that the Explorers’ Agents may encounter, before it is reported to the Guest Services Manager.
  • Together with the relevant parties, ensure that all voyage reports are coordinated and prepared, in timely manner.
  • Ensure that all necessary signage (electronic and printed) is in place before the ship`s arrival into port and upon the ship`s departure out of port.
  • Ensure that all printing is 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.
  • Be familiar with the Human Resources Manual & Shipboard Training; have an in-depth understanding of the working hours policies & procedures; together with the Guest Services Manager & Shore Excursions Manager, plan the Explorers’ Agents’ work schedule and ensure that their tour and desk duties are rotating.
  • Lead and support a multi-cultural team, maximizing crew satisfaction, productivity and retention; meet with Team Leaders on a daily basis for “The Daily Reunion”, to provide feedback & operational updates as well as to ensure that your department is performing to Viking’s STAR Service Standards.
  • Provide the necessary guidance/training and information to the Explorers’ Agents, 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 that the daily working schedules for the Explorers Desk are in correspondence with operational needs and in line with MLC 2006.
  • 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 all shipboard activities.
  • Positively contribute to achieving/succeeding the Explorers’ Desk KPI goals (quality & financial); 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 two years 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.
  • 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, fax or telephone with confidentiality.
  • Must be able to provide support for guest and crew clearance and documentation.

 

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:                             Senior Receptionist

Supervisor:                        Guest Services Manager

Head of Department:        Guest Services Manager

Direct reports:                Explorers’ Staff

 

“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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