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Guest Services Manager - Worldwide

Worldwide

Full job details

Recruiter
Viking Ocean Cruises
Posted
31/08/2016
Ref
Location
Worldwide
Job Type
Front Office, Front Office Manager, Guest Relations Manager
Sector
Cruise Ships
Job Level
Management
 

PURPOSE OF POSITION

Supervision and of Guest Services and all responsibilities relating to a Guest Service Operation as per VOC company standards.

YOUR RESPONSIBILITIES

  • Support the Chief Purser with all Guest service related matters.
  • Supervision of Global Administrator on completion of passenger cruise questionnaires.
  • Supervisor Explorers desk operation.
  • Ensure all embarkation preparations are completed in a timely matter.
  • Supervision and training of all embarkation staff as required with the support from the shorex Manager relating to the Grabba Device.
  • Liaise with Shorex Manager to ensure a smooth operation between the Airport and Terminal for guests arriving to the ship.
  • Supervision of Embarkation and check-in with in the terminal and all communication relating to guests arriving from airport as per VOC SOPs.
  • Complete time & attendance work schedule for all guest service staff. Ensuring they meet MLC regulations.
  • GSM set hours at the Explorers desk  to accommodate guest requests or queries
  • Review new Manifest each cruise and complete necessary cabin changes, upgrades etc. and liaising with shoreside for any cabin or guest queries.
  • Supervise Senior Receptionist with handling of all lost/delayed luggage.
  • Ensure all Amenity Reports are sent out in a timely manner at the being of each cruise.
  • Responsible for timely printing and delivery of all printed matters.
  • Assist Guest Services when required.
  • Be able to be confident when dealing with Guest complaints
  • Take charge of Passenger medical disembarkations with support of Chief Purser.
  • To be familiar with the ship’s safety and security procedures relating to the hotel Department in respect of any eventuality.
  • Maintain an accurate and up to date manual for completion of responsibilities as Laid down in job description.
  • Liaise with Night Auditor to ensure all ship board credits are posted in a timely manner
  • To constantly operate in accordance with ISM safety regulations.
  • To constantly operate in the interests of the owner.

Supervisor: Chief Purser

Receives instructions from:  Chief Purser / General Manager

YOUR PROFILE

  • Previous 2- 3 years’ experience in a Concierge role on ships.
  • Relative accounting and administration skills for the role
  • Experience of supervising a small team of staff
  • Cash Handling and Foreign Currency exchange experience
  • Computer knowledge (Word, Excel, ) MXP an advantage
  • Experience in supervision Embarkation and Disembarkation procedures.
  • Excellent English skills, other languages are an asset
  • Service oriented and guest focused, positive personality and professional appearance.
  • Maintain confidentiality of all communications.
  • Flexible and stress resistant, team player, shows commitment

GUIDELINES AND REGULATIONS

Job Description • Contract • Company Rules and Regulations • Onboard ABC • Viking College • Uniform Regulation

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