Guest Services Manager
Company: Viking River Cruises
Location: Hialeah
Posted on: May 12, 2022
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Job Description:
Founded in 1997, Viking is the world's leading small ship travel
company, exploring more than 20 rivers, five oceans, five great
lakes and all seven continents. Offering destination-focused
experiences for curious travelers, Viking has amassed more than 250
awards and was recently voted the #1 River Cruise Line and the #1
Ocean Cruise Line by Cond-- Nast Traveler in the publication's 2021
Readers' Choice Awards.
You now have an opportunity to join one of the most acclaimed and
fastest-growing hospitality brands as it expands in the United
States.
In summer2022, Viking will launch its new, highly-anticipated
Mississippi River cruises and will introduce the most luxurious
ship ever built for the river, the 386-guest Viking Mississippi .
Sailing on board the elegant new ship, you will dock in the heart
of iconic cities that line the river; during your free time, you
will be just footsteps from exploring the fascinating places that
stretch from New Orleans all the way north to St. Paul.
At Viking, we offer great pay and great benefits-including a
Swiss-developed training program and a work schedule that provides
up to 13 weeks off each year. With all of your living expenses
covered during work weeks-including lodging, meals, Wi-Fi, travel
to/from the ship, uniforms & laundry-you have the unique chance to
save more of your pay than in most other restaurant or hospitality
positions. Being a valued member of the Viking family, you join a
close-knit, supportive group of colleagues-many of whom form
lifelong working relationships and friendships. And, with training
from the industry leader, you will receive the skills, knowledge
and tools to be successful-as well as abundant opportunities for
advancement. Regardless of where you are on your career journey,
Viking can help you in reaching new destinations.
Multiple positions open for immediate hiring; earn up to
$75,600annually
A VIKING LEADERSHIP ROLE
As a Viking Shipboard Leader, you represent Viking's values and
leadership philosophy ( H--vam--l ). 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.
- 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 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.
Keywords: Viking River Cruises, Hialeah , Guest Services Manager, Hospitality & Tourism , Hialeah, Florida
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