职位概况

确保为客人带来最大的满意度，与岸上的合作伙伴进行沟通，协调所有岸上游览活动，组织客人的娱乐节目，遵守产品手册以及包含的所有程序和服务。带领一个礼宾团队，培训并监督他们作为翻译、当地的导游和维京大使。

职位职责

组织登船和离船相关事宜 确保客人从机场到船舶间往返的顺畅运行 协调机场代表并协助客人旅行 整理/归档航行文件，航行报告和日程计划 管理和备案供应商凭证单据及船上预订 整理客户信息文件（城市地图/小册子/印刷品） 与客人建立良好的关系，根据航行日程表组织并介绍欢迎简报和客户娱乐项目（游戏/讲座/演示文稿） 负责所有的公众公告（包括沿途风光的讲解） 接待和处理客人的投诉和宾客的私人游览需求。在客人自由活动时间，提供美食/餐馆、购物和活动方面的建议 工作时间按航行日程表所述 整体协调所有游览项目和礼宾团队 联络当地的供应商（重新确认预定信息、巴士和导游） 在岸上导览前指导并向当地导游介绍基本情况 在指定的城市导览客人，为客人提供丰富的历史信息 在指定的游览项目中为当地导游翻译 控制和监督游览项目的实施及其质量

任职资格

酒店/旅游业相关学历 至少三年在管理职位/导游的专业经验 国际/船舶或豪华酒店行业工作经验者优先 优秀的普通话（作为第一语言）技能，流利的口头和书面英语能力，具有其他语言技能者优先，如德语或法语 以服务为导向，以客为尊的行为和态度 能够独立工作 具有团队建设能力并富有团队精神 能够监督和管理至少8名礼宾成员的能力 丰富的电脑知识 出色的管理、组织和沟通能力 积极的个性、友善和整洁的外表 具有灵活性，抗压能力强 公共场合演讲（历史）演示的经验 具有行政技能，能够管控岸上游览部分的财政方面

PURPOSE OF POSITION

You ensure fullest guest satisfaction, communicate with our partners on shore side, you coordinate all shore-excursion activities, organization of guest entertainment programs and compliance with the product book and all included programs and services. You will lead a team of Travel Concierges, train and oversee their performance as translators, local guides and Viking ambassadors.

Your Responsibilities / Tasks / Duties

Organization of embarkation and disembarkation Ensuring smooth operation of transfers to and from the vessel Coordination of airport representative and assisting with guest travels Handling / filing of cruise documentation, cruise reports & daily program Managing and filing vendor vouchers & onboard bookings Organizing guest information documents (city maps/ brochures / handouts) Organizing and presenting Welcome Briefings & guest entertainment (games / lectures / presentations) according to the cruise layout & active guest relation Responsible for all public announcements (including bridge commentary) Receipt and handling of guest complaints & private guest excursions. Offer advice on food/restaurants, shopping, and activities during free time Desk hours attendance as outlined in the cruise layout Overall coordination of all excursions and the Travel Concierge team Liaising with local suppliers (reconfirmation of reservations, busses, guides) Instructing and briefing local guides prior to shore-excursion Guiding guests in designated cities and providing the guests with historically enriching Information Translating Local Guides on assigned excursions Controlling and monitoring of implementation and quality of the excursions

QUALIFICATION PROFILE

Graduated education within hotel / tourism industry Min. 3 years professional experience in a management position / tour guidance International experience / experience on a ship or the luxury hotel industry is an asset Excellent Mandarin (as a first language), fluent in English both verbal and written, other languages are an asset: German or French Service oriented and guest focused behavior and attitude Ability to work independently Team builder and team player Ability to oversee and manage a team of at least 8 Travel Concierges Profound computer knowledge Excellent management, organizational and communication skills Positive personality, friendly and neat appearance Stress resistance, flexibility Experience in public speaking and giving (historical) presentations Administrative skills, controlling financial side of the shore excursion department