RIVER - Guest Services Agent (2023)

Viking is a strong and dynamic company - with a growing fleet of more than 80 river ships and seven ocean vessels cruising over 100 itineraries around the world. In 2022, our guests will experience all the comfort and elegance of our award-winning fleet with two expedition ships built specifically to explore the world's most remote destinations. We will also expand our operations to the U.S. with the addition of a new Mississippi River ship.

 

PURPOSE OF POSITION
To provide guests at all times with friendly, personalized front-desk service, including concierge services, 24 hours a day in a manner consistent with Viking River Cruises’ 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

  • 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 Concierge Services
  • 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

Teamwork

  • Outstanding flexibility: must be able to work alone, in different shifts (daytime or nighttime) 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

Product Knowledge

  • Entering and controlling of guest checks into IT system (MXP)
  • Become knowledgeable about all itinerary-related ports of call and shore excursions
  • Production of the daily program
  • 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

KPI Performance

  • Achieve/succeed the KPI goals for the department as a guest services team
  • Strong motivation to achieve the company goals and objectives

Security

  • Full knowledge about safety & security procedures, participations in all training concerning safety & security, fire prevention, evacuation exercises as required by the company
  • In the night shift: hourly fire, safety and security patrols
  • Is able to raise the internal alarms correctly


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 hotel of 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 in English - must be able to address any kind of information in an adequate manner with excellent oral & written English communication skills. A second language as per itinerary is an asset


GUIDELINES AND REGULATIONS

  • Implement SOP policies, procedures, standards, as laid out by the management
  • 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 Agent
Supervisor:                                      Guest Services Manager
Gives instructions to:                    -
Receives instructions from:         Guest Services Manager, Hotel Manager, Controller, Corporate
                                                           Enrichment and Program Manager, Corporate Operations Manager

 

APPLICATION AND JOB RELEVANT INFORMATION
Our roles will be subject to our appearance standards (including in relation to visible tattoos) and employees are expected to project a professional image at all times. Visible tattoos are not permitted. Tattoos concealed with make-up, skin-colored sleeves or any covering other than the company uniform will still be considered visible for the purposes of our appearance standards. Exemptions to this may be considered on a case-by-case basis where appropriate. Tattoo removal may not result in successful employment and therefore is not encouraged and is the candidate’s personal decision. Furthermore, any offer of employment is subject to you passing all mandatory medical examinations as required by the company. After submitting your CV, we might ask you to introduce yourself with a personal video recording. We always encourage our candidates to take this step to add their personality to any written application. Please note, however, that this step is optional and not a mandatory part of the recruiting process. For further information please refer to our Recruitment Guidelines.


DISCLAIMER
As part of any recruitment process, Viking collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. If you would like to find out more about how your information will be used, please view the privacy notice on our careers page.

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


Job Segment: Front Desk, Administrative, Night, Operations