Senior Shore Excursion Staff

Vessel type: Ocean-going cruise ship

PURPOSE OF POSITION

Members of the Explorers’ desk team are the first point of contact for many issues guests deal with while traveling with Viking and as such, they are crucial representatives of the Viking Way of Exploring the World. You provide passengers with exceptional, friendly, personalized front-line service around the clock, both onboard and onshore, in a manner consistent with Viking‘s high standard of passenger service. You train and support the Explorers’ Staff team administratively and organizationally.

YOUR RESPONSIBILITIES

On Shore

• Assist with organizing and dispatching of shore excursions and tenders
• Distribute signage, audio equipment and provide general assistance to local guides during dispatch
• Regularly accompany shore excursions and report on service standard compliance, guest satisfaction
• Develop and deepen port knowledge through shore excursion escorting, independent exploration and study

On Board

• Ensure that all guest issues and complaints received at the Explorer’s Desk are either settled immediately or referred to the appropriate department for follow up. Advise guest promptly of all action taken, follow up and follow through until a final resolution has been achieved
• Provide information on the ports of call and available excursions and assist guests according to their needs and interests to make the most of their time on shore
• Administer the clearing of shore excursion waitlists
• Ensure a coordinated and smooth debarkation
• Maintain and update complete shore excursion records and pertinent administration
• Assign and assist with administrative and preparatory tasks for excursions in the back office
• Facilitate and assist with onboard shore excursion bookings
• Assign escorts for shore excursions to provide quality management

General Responsibilities

• Onboard and on shore, provide assistance and leadership to Explorers’ Staff team members
• Onboard and on shore, keep yourself and your work area clean, orderly and presentable at all times, in recognition of your guest-facing role
• Work closely with supervisors, colleagues and other departments in order to achieve the highest possi-ble guest satisfaction
• Play an active part in the Emergency Response Organization and to look for continual improvement in all matters relating to the safety of the guest, crew and vessel
• Perform any other tasks or duties as required or delegated by supervisors

Supervisor: Shore Excursion Manager, Assistant Shore Excursion Manager
Gives instructions to: Explorers’ Staff, Escorts for tours, Guides if needed
Receives instructions from: Shore Excursion Manager, Assistant Shore Excursion Manager
Contract length: 6 months

YOUR PROFILE

• Guest-focused and service-oriented
• Positive personality and attitude, friendly and neat appearance
• Excellent organizational and communication skills
• Excellent English proficiency, other languages are an asset
• Previous 2 years’ experience in the shore excursion department on board a ocean vessel.
• Desirable: Firsthand knowledge of our ports of call / previous experience on an ocean ship
• Able to work independently
• Good computer skills
• Flexible and stress resistant, team player, shows commitment, high level of integrity, tactful and courteous