礼宾员 - Mandarin Speaking Travel Concierge

职位概况
礼宾员需要充分保证客人的满意度，带领和陪伴我们的客人
进行多天游，管理安排和服务，协调游览活动，提供相关信
息，对目的地的深入了解，和按照维京外展中国市场专业服
务准则的标凖（VRC PSO）。

职责

• 组织客人的到达和酒店与客船间的接送
• 确保接送运作顺畅（接送/行理/时间）
• 协助丢失行李的客人
• 与机场代表协调，并协助乘客的旅游事宜
• 组织客人信息文件（城市地图/说明书/讲义/欢迎信/问卷调查）
• 监管礼宾部服务台
• 在车上负责提供有关旅游，欢迎简报，地方文化和历史评论的相关信息
• 在客人的自由时间提供食品/餐厅，购物和活动建议
• 接收和处理客人的投诉及宾客私人游览
• 与旅游礼宾主管联络，告知客人的特殊需要和沟通预计抵达时间和检查实际停靠位置

岸上观光

• 协调所有游览，包括音响设备
• 在岸上游览前指导和简短交待当地导游
• 陪同客人进行所有的游览和出游（有或没有当地导游）
• 控制和负责游览的监测和质量

主管：礼宾部经理
指示： 当地导游，巴士司机和其他服务部门员工
指令来自：礼宾部经理，巴塞尔总部办公室

职责

• 礼宾员需承诺在离开维京后，不能将公司的信息，产品手册，业务发展和EDP数据信息，透露给任何第三方，或公开，或保留供个人使用。
• 在其违反上述指令的情况下，本公司保留要求赔偿损失，以及对其采取法律行动的权利。
• 行为和外观符合VRC PSO的规则和条例

资历简介

• 有酒店/旅游行业相关的教育学历
• 最少有2年礼宾部管理经验
• 有国外经验/船上或岸上游经验者优先
• 标准的普通话，英语或其他语言技能例如德语都具优势
• 服务导向，专注客人需要
• 必须可独立工作
• 优秀的管理，组织和沟通能力
• 个性积极友善，外观整洁
• 有抗逆能力，柔韧性和团队合作精神，解决问题的能力

PURPOSE OF POSITION

You ensure fullest guest satisfaction, lead and accompany our guests on multi-day tours, manage arrangements and services, coordinate excursion activities, provide relevant information and in-depth knowledge of the destinations and organization of the program in accordance with the Viking China Outbound Standards.

ASSIGNMENTS/RESPONSIBILITIES

• Organisationof arrivals and transfer to the Hotel and Vessel
• Ensuring smooth operation of transfers (transfer / luggage / times)
• Assistance to guests with lost luggage
• Coordination of airport representative and assisting with passenger travels
• Organizing guest information documents (city maps/ brochures / hand outs, welcome letter, questionnaires)
• Tour Director desk hours in accordance with the tour layout
• Responsible for providing relevant information about the tour, welcome briefing and local, cultural and historic commentary on the coach
• Offer advice on food/restaurants, shopping, and activities during free time
• Receipt and handling of guest complaints & private guest excursions
• Liaising with Lead Travel Concierge to inform about special guest needs and communicate estimated arrival time and check actual docking location

Excursion

• Coordination of all excursions including audio equipment
• Instructing and briefing local guides prior to excursions
• Accompanying of all excursions and walks (with or without local guides)
• Controlling and monitoring of implementation and quality of the excursions

DUTIES

• The holder of the position undertakes not to pass over the company’s information, manuals, information on business developments and EDP data to any third party or publicize or retain same for personal use after leaving the job.
• The company reserves the right to demand compensation for damages in the event of a breach of this instruction and take legal action against the staff.
• Conduct and appearance in accordance with the rules and regulations of Viking China Outbound

QUALIFICATION PROFILE

• Graduated education within hotel / tourism industry
• Min. 2 years professional experience in a management position / tour guidance
• International experience / experience on land tours is an asset
• Excellent Mandarin and English skills, other foreign languages are an asset e.g. German
• Service oriented and guest focused
• Must work independently
• Excellent management, organisationaland communication skills
• Positive personality, friendly and neat appearance
• Stress resistance, flexible, problem-solving skills