PURPOSE OF THE POSITION
You ensure the fullest guest satisfaction during pre- and post-extensions, manage arrangements and services, coordinate excursion activities, provide relevant destination information, and organize programs according to Viking Cruises Standards. Participation in official training is required before starting in this role.
Your Responsibilities
General
* Demonstrate leadership and take ownership of guest groups.
* Ensure orderliness, cleanliness, and provide useful information about the city at the Viking hospitality desk.
* Maintain good relations with the hotel’s Viking contact person.
* Suggest restaurants, make reservations, and assist with bookings.
* Provide updated city information, maps, and assist with guest requests.
* Handle guest complaints professionally.
* Exchange information with other Viking departments and vendors in the destination.
* Explain vessel inclusions to pre-tour guests and coordinate accordingly.
* Perform administrative tasks such as creating welcome packs, MXP accounting, and monitoring inventory.
* Accurately record issues and communicate with internal teams.
Arrival at hotel from airport/vessel
* Coordinate guest arrivals with airport representatives and the Viking Airport Host.
* Check rooming lists and discuss check-in procedures with hotel reception.
* Organize baggage services.
* Welcome guests, assist with check-in, and distribute Viking documents.
* Inform guests of desk hours and facilities.
* Explain schedules for welcome walks and other activities.
Shore Excursions
* Present and sell optional excursions.
* Manage bookings and liaise with local suppliers.
* Coordinate and brief guides for excursions.
* Assist with private excursions and use SharePoint for documentation.
* Handle audio equipment as needed.
* Supervise the quality and implementation of excursions.
Departure from hotel to airport/vessel
* Assist with departure arrangements and inform guests about procedures.
* Coordinate departure with the Program Director.
* Ensure guests are prepared for departure and farewell appropriately.
Duties
* Maintain confidentiality of company information and comply with company policies.
* Adhere to Viking Cruises' conduct and appearance standards.
* The company may amend this job description as needed.
YOUR PROFILE
* Hospitality or tourism education.
* Minimum 2 years’ experience in a similar role.
* Excellent English; additional languages are a plus.
* Proficient in Office and MXP; administrative skills required.
* Strong organizational and communication skills.
* Positive, neat, and service-oriented personality.
* Resilient, flexible, and problem-solving skills.
* Ability to work independently and focus on guest satisfaction.
GUIDELINES AND REGULATIONS
* Implement SOPs and maintain appropriate appearance standards.
The company reserves the right to modify this job description as necessary.
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