DESTINATION MANAGER (Amsterdam based)

Vesse type: River cruise ship

PURPOSE OF POSITION

The Destination Manager (DM) oversees the overall execution of the Viking Extensions within his/her assigned city/stretch. The DM will be responsible for recruiting (if applicable) and managing the pool of Viking Hosts under his/her supervision, ensuring that all hosts are properly trained and that they are performing their du-ties according to the Viking Cruises Standard Operating Procedures (SOPs).The DM regularly visits the hotels where extensions are taking place to observe individual host performance. This means filling out a checklist, identifying the main issues and writing an action plan accordingly.
The DM monitors the quality of the extensions, ensuring guests satisfaction and maximizing the guests experi-ence in the destination.The DM also acts as a Viking Host during the Viking Extensions.The DM is expected to be located in the city/at the stretch he/she has been assigned to and he/she can expect minor business travel during the year to attend company events across Europe.The DM reports to the Corporate Enrichment & Program Manager (CEPM) responsible for the Viking Exten-sions. All DMs are expected to participate in official Viking meetings (ideally twice per season) one of them be-ing a Destination Manager Training at the beginning of season (SST).

YOUR RESPONSIBILITIES

• Recruit & Train the Viking Hosts in your city/stretch
• Identify and recruit the Viking Hosts
• Ensure all Viking Hosts receive the required training, Viking material & information
• Deliver ad-hoc training for the Viking Hosts under your responsibility when necessary
• Join extensions to observe the Viking Hosts (checklist) and check the quality
• Identify areas of improvement and write an action/coaching plan
• Follow up on the coaching plan with the Viking Hosts and the CEPM
• Support the Viking team to design and organize official trainings (eg. Season Start Train-ing)

 

 Management

• Demonstrate leadership of team of Viking Hosts
• Cooperation with Hotels
• Problem solving attitude
• Responsible for scheduling of the Viking Hosts.
• Responsible for equipment at the Viking hospitality desk and assuring the set-up of the desk in all hotels is according to the SOPs
• Assist the PD team during deviation situations and in case of hospitalized guests
• Supervise the filling out of the tour count in MXP correctly
• Cooperation with vendors, airport reps and onboard staff like Program Directors (PDs) and Guest Services
• Supervise the making of the welcome letters

 

Monitor Viking Extension quality

• Ensure all SOPs are adhered to in regards to transfers, hotels, shore-excursions and Viking Host duties.
• Questionnaire management
• Review monthly quality reports via Monthly Conference Call
• Perform unannounced quality checks where needed and identify main challenges/ opportunities and analyze their root-cause
• Define and implement an action plan
• Ensure to provide timely status update to your CEPM
• Participate in a monthly call with your CEPM
• Share extension/host performance and defined action plan/coaching plan
• Review status of ongoing initiatives

 

AS VIKING HOST (IF APPLICABLE)

• Spend approx. 20% of the time as a host on Viking Extension (depending on destination)

Supervisor: Corporate Enrichment & Program Manager
Gives instructions to: Viking Host, Local Guides, Motor Coach/Mini Van Drivers and other hotel service staff.
The DM is entitled to speak to the PD in order to ensure standard adherence in the destination (e.g. in case of interfaces during included land packages)
Receives instructions from: Corporate Enrichment & Program Manager