Corporate Enrichment & Program Manager

Purpose of Position

The main role of the Corporate Enrichment & Program Manager (CEPM) is to support the Program Directors (PD) and Concierges (CONC). This mainly involves focusing on Program Directors and Concierges performance, and Shore Excursions and Enrichment in the assigned Operation Area.

In addition, as a core member of the Operations Area management team (the Core Team) the CEPM is – together with the rest of the team – jointly responsible for the implementation and execution of Vikings Quality and Service standards (PSO).

The CEPM is coaching and supporting PDs from the sit in cruises onward and he/she is also responsible for the quality of their team. The CEPM is supported by selected PDs/Concierges where needed. These selected PDs/CONCs can be requested and scheduled for training and supporting of PDs/CONCs.

The CEPM is responsible for the overall quality checks of shore services (busses, local guides, airport reps, and host in hotels) when visiting ships or destinations.

To foster communication within the Core Team in person meetings as well as Entertainment & Enrichment activities will be mandatory according to the Core Team calendar. In the Core Team the CEPM is mainly responsible for the passenger communication related to deviation situations in close corporation with the Corporate Operations Manager (COM) and for developing specific solution plans for identified improvement needs for PDs and Concierges of the Operation Area.

The CEPM is predominantly visiting the Viking ships during the running season and, when not travelling for business reasons, the CEPM is expected to work from home (max. 15%).

RESPONSIBILITIES

• Operational standards and quality
• Training and supporting PD on service and product delivery
• Sit in cruises and assessment centers before season
• Season start meeting for PD/Concierge
• First cruise for new PD
• Training and supporting Concierge on service and product delivery
• PD/Concierge Support
• Destination knowledge
• Presentation & Concierge talk
• Microphone training
• Follow‐Up and advice PD/Concierge on service and product delivery, Excursions, Entertainment & Presentations
• Participate on ship visits to Entertainment/Enrichment to understand root‐cause of performance issues for PD/Concierge services, Excursions, and report out
• Organize personal monthly calendar plan and working organization
• Develop improvement plans for PD/Concierge services & performances
• Accumulate and filter PD/Concierge comments according to onboard questionnaire and shore excursions questionnaire
• Write specific reports related to excursions and local guides covering scripts/content/quality
• Accumulate alternate shore ex summaries at the end of the season
• Prepare and attend Core Team meetings in person or via tele‐communication
• Vessel staffing & employee supporting/training and evaluation
  • Assist with interviews for Concierge and inform candidates
  • Assist interviews for PD Position and inform candidates
  • Assign and plan PD staff to individual vessels for the whole season
  • Communicate staffing assignment planning to resident PDs at Season Start and during season
  • Receive new PD onboard and ensure that each new PD is accompanied in his first cruise by CEPM of a PD Buddy
  • Assist in‐season and end of season employee evaluations for Relief PD/Concierge (Supervise)
  • Active talks to promote Concierge to PD position
  • Create employment development plan for next season for PDs
  • Decide on contract extensions for resident PD’s and offer contracts to Relief PD’s
  • Inform employee of decided actions (dismissal)

Itinerary planning

• Adjust operation plan and manuals:
  • Updating PD information and Concierge internet portal
  • Updating ships folders on the server
  • Updating PD Manual
  • Review handouts integrated in VRC daily
  • Review Concierge sheets

Deviation

• Prepare customer information for deviation level 1

Further tasks

• Approve travel expenses according to the defined monthly calendar plan
• Support the Director Land Operations and the Senior Manager Onboard Operations with defining quality standards for each components of PD, Excursions & Concierge services & Enrichment and Entertainment
• Support the COM in taking part in periodic reviews of key performance indicators for all Operations, Hotel, Galley,
• PD/Concierge services, Excursions, Entertainment and Lectures & Nautical/Technical
• Support the COM in defining root‐cause analysis of performance issues for Hotel Operations
• Support the Director Land Operations and the PD Trainer in developing overall and specific training approaches
• Support recruitment manager in coordinating staffing needs
• Support the COM in identifying upcoming staffing need to PD/Concierge, assigning concierge staff to individual vessels, setting up ship before crew arrival, evaluating, suggesting and assisting performance evaluation for PD/Concierge, collecting feedback from staff and organizing season-end meetings
• Support the Product Development Manager in finalizing cruise layouts
• Council PD in writing speaking notes during deviations
• Support COM in finalizing plans for deviation level 2 and 3

QUALIFICATION PROFILE

• Preferred University education, Bachelor level or above
• Several years of professional management experience in a corporate role within the hotel, cruise or tourism industry
• Excellent English skills (written & verbal), other languages are an advantage
• Excellent management, organization and communication skills
• Guest-focused, stress-resistant, calm under pressure, team player and with professional appearance
• Open-minded and flexible with high social and inter-cultural competencies
• Must work independently, good computer skills
• Must have a valid driver’s license and able to travel extensively (up to 80%) within the target area; must be willing to be available on-call during unusual business hours in unusual circumstances