Program Director m/f
- Reference:
- 2673
- Recruiter:
- Viking
- Category:
- Guest Services Jobs
- Position:
- Guest Services Manager
- Published:
- August 2, 2018
PURPOSE OF POSITION
To ensure fullest guest satisfaction, coordinate all shore-excursion activities, organize guest entertainment programs and comply with the product book and all included as well as optional programs and services, both on shore as well as on board.
ASSIGNMENTS/RESPONSIBILITIES
This document is not a define overview of the expected responsibilities, tasks and duties. Items can be added in the future depending on the final departmental development. The holder of this statement can be asked to take on other tasks in addition of the ones stated on the paper.
Onboard Duties
- Organization of embarkation and disembarkation
- Ensuring smooth operation of transfers (transfer / luggage / times)
- Coordination of airport representative and assisting with guests’ travels
- Handling / filing of cruise, land (if applicable) reports & daily program
- Managing and filing vendor vouchers & onboard bookings
- Responsible for the filing of Easy Survey cards, shore-excursion questionnaires
- Promotion of Easy Survey cards and shore-excursion questionnaires
- Organizing and presenting guest entertainment (games / lectures / presentations) according to the cruise layout & active guest relation
- Responsible for all public announcements (including bridge commentary)
- Operation of IT programs
- Training and liaising with Guest Services
- Handling guest complaints
Shore Excursion
- Coordination of all excursions including audio equipment
- Liaising with local suppliers (reconfirmation of reservations, busses, guides…)
- Accompanying of all excursions led by local guides
- Commentary on the coaches and local guiding in pre-defined towns/ sites according to Cruise Layout and Storyboard
- Presentation and promotion of all excursions
- Controlling and monitoring of implementation and quality of the excursions
- Supervisor:Hotel Manager, Corporate Enrichment & Program Manager
- Gives instructions to: Local Tour Guidesand other shore side staff
- Receives instructions from:Hotel Manager, Corporate Enrichment & Program Manager, Corporate Operations Manager
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 River Cruises AG
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 is an asset
- Excellent English and Portuguese skills, other languages are an asset
- Must work independently, profound computer knowledge
- Present excellent management, organizational and communication skills
- Has a positive personality, friendly and neat appearance
- Show stress resistance, flexibility, team player, shows commitment
- Must be able to deal correctly with confidential information and must be discrete
- Must be well groomed and maintain impeccable hygiene standards
- Must be guest focused, service oriented, have a positive personality and professional appearance
TEAMWORK
- Outstanding flexibility and ability to cooperate -even under pressure -within a team of three Program Directors onboard a vessel, are a must.
- Ability to lead guests and represent the company in a most professional way, including in challenging circumstances
KPI PERFOMANCE
- Achieves/succeeds the KPI goals set for the Program Director position
- Actively participates in achieving shore excursions, enrichment and financial KPI goals
- Strong motivates and contributes to achieve the company goals and objectives
SECURITY
- Full knowledge about safety & security procedure
- Participation in all training concerning safety & security, fire prevention, evacuation exercises as required by the company
Language Requirements
Good knowledge of the English language is required.
Viking
THE VIKING STORY
More than 20 years ago, Viking® set the standard for what river cruising should be, and today we are the leader that all others follow. In 2015, we took the same small ship, destination-focused experience to the seas and reinvented ocean cruising. Over the years Viking has won numerous ocean and river cruise line awards from Condé Nast Traveler, Cruise Critic, Travel + Leisure, Travel Weekly and more.
Viking is a strong and dynamic company—with a growing fleet of more than 80 river ships and seven ocean vessels cruising over 100 itineraries around the world.
JOIN THE VIKING FAMILY
If you have always dreamed of combining your love of travel with the ability to grow your career, consider a position at Viking. We are the world’s leading small ship cruise line, and there is tremendous potential to advance your career with us. As part of our crew, when your ship is docked at the many destinations we visit, you can explore ashore and refresh during your free time.
Additionally, with Viking’s award-winning service and thoughtfully curated onboard experiences, our guests are typically very satisfied. This, combined with Viking’s gratuity guidelines, means that you can expect to be well rewarded as an employee on board a Viking ship.
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