OCEAN - Assistant Shore Excursion Manager

JOB DESCRIPTION

ASSISTANT SHORE EXCURSION MANAGER 

A VIKING LEADERSHIP ROLE

As a Viking Shipboard Leader, you represent Viking’s values and leadership philosophy (Hávamál). You are a hospitality professional who demonstrates passion for excellence, who takes ownership for your areas of responsibility, and who believes in empowering your team with the skills, knowledge and tools to succeed. You are an exceptional role model for the Viking Family and have strong motivation to achieve the company’s goals and objectives. You are flexible, stress resistant, focused, and a truly committed team member.

PURPOSE OF POSITION

• The Assistant Shore Excursions Manager assists the Shore Excursions Manager with the coordination of all shore excursion activities. You are required to drive shore excursion revenue generation and comply with the Product Book and all included programs and services.
• It is your duty to ensure that guests receive efficient and courteous assistance on all tours, in accordance with Viking’s STAR Service Standards and to create a friendly, guest-oriented service culture to ensure guest satisfaction and repeat business, which in turn, will increase revenue and profitability of the company.

YOUR RESPONSIBILITIES

• Manage the sales and reconciliation of shore excursion bookings; manage the administration and clearing of shore excursion waitlists; facilitate and assist guests with onboard shore excursion bookings; handle private guest excursions.
• Coordinate shore excursion revenue activities to ensure maximum income; socialize with guests, when time permits; oversee the guests Services Desk and its activities; maintain an updated and accurate filing system for reference purposes; oversee tour escort allocations and procedures.
• Liaise with local suppliers to confirm reservations, busses, guides etc.
• Coordinate all shore excursions including the audio equipment required for each excursion.
• Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.
• Play an active role in the Emergency Response Organization and constantly look to improve all matters concerning the safety and security of guests, crew and the vessel; organize guest and crew dis-/embarkation in conjunction with all relevant parties to ensure proper execution.
• Provide the highest level of comfort and service to guests, as per Viking’s STAR Service Standards and all Public Health Policies; manage service according to guest flow, embarkation & disembarkation, sea day activities & other activities.
• Lead and support a multi-cultural team, maximizing crew satisfaction, productivity and retention; meet with Team Leaders on a daily basis for “The Daily Reunion”, to provide feedback & operational updates as well as to ensure that your department is performing to Viking’s STAR Service Standards.
• Provide the necessary guidance/training and information to the Shore Excursions Team, in accordance with company standards and operational needs; support the Explorers Team at all times, this includes but is not limited to guest queries, tour bookings, port information and special assistance.
• Provide competent leadership to all direct reports. Responsibilities include, but are not limited to: Conducting performance reviews, including discipline as needed, ensuring Maritime Labor Convention (MLC) compliance and onboard training, succession planning, crew communication and recognition.
• Ensure that relevant crew wears Personal Protective Equipment (PPE) at all times during relevant activities (e.g. loading). Always use correct lifting techniques to prevent injuries.
• Uphold impeccable grooming standards within your team at all times by complying with Viking’s Image and Uniform Standards; ensure that company property is appropriately secured and protected, especially during rough weather conditions, in order to prevent unnecessary loss or damage.
• Become knowledgeable and ensure your team are knowledgeable about itinerary-related ports of call, shore excursions and shipboard activities such as events, entertainment and programs.
• Positively contribute to achieving/succeeding Shore Excursions KPI goals (quality & financial) for the Shore Excursions Department; have full knowledge about safety & security procedures and can operate in line with all Public Health, Environmental and Safety & Security Policies; participate in all training concerning onboard training, safety & security, fire prevention, evacuation exercises as required by the company.
• Perform additional duties, upon instruction from supervisors or as listed in Viking’s Standard Operating Procedures.

This document describes the primary activities, duties and responsibilities of this position. Your manager or supervisor may assign additional duties and responsibilities to you.

YOUR PROFILE:

• A required minimum of 2 years plus experience in a management position; must have in-depth knowledge of Viking Oceans Ports of Call and experience working on an ocean ship.
• Fluent in English - must be able to address any kind of information in an adequate manner with excellent oral and written English communication skills – the ability to speak an additional language is an advantage.
• Must have experience in leading multi-cultural teams; flexible, stress resistant, committed team player; must demonstrate the ability to work independently.
• Strong administration skills are preferred and must be proficient with PC based databases, spread sheets, and word processing systems; must demonstrate the ability to work independently.
• Guest-focused, service-oriented, positive personality, professional appearance and impeccable hygiene standards are required, with excellent knowledge of all Public Health Policies; team builder with exceptional work ethic, motivational skills and coaching abilities.

GUIDELINES AND REGULATIONS

• Implement Standard Operating Procedures & STAR Service Standards within the department.
• Ensure appropriate appearance and clothing according to the updated Grooming Standards.
• The company reserves the right to change/extend this job description if necessary, at any point of time during her/his employment.

Position: Assistant Shore Excursions Manager       

Supervisor: Financial Officer, Shore Excursions Manager

Direct reports: Senior Shore Excursions Staff

Line manager: Financial Officer