LUCERNE - Viking Host (Lucerne based)

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. In 2022, our guests will experience all the comfort and elegance of our award-winning fleet with two expedition ships built specifically to explore the world's most remote destinations. We will also expand our operations to the U.S. with the addition of a new Mississippi River ship

PURPOSE OF POSITION

You ensure fullest guest satisfaction during pre-and post-extensions, manage arrangements and services, coordinate excursion activities, provide relevant information of the destination, and organize the program in accordance with Viking Standards.

You are expected to participate in an official training before the start in this position.

YOUR RESPONSIBILITIES

Arrival at hotel from airport/vessel

• Check arrival manifest and be in close contact with the Drivers for arrival time at the hotel
• Co-ordinate arrival of guests from the vessel with the Program Director
• Check rooming lists with Hotel Reception and discuss check-in procedure
• Organize baggage service with porters
• Welcome guests upon arrival in accordance with the Viking Standards, explain and assist with check- in and make sure all the guests receive Viking documents (Welcome Letter, optional excursion booking form)
• Inform guests about desk hours and where to find you
• Explain time and location breakfast/business center/ wellness/concierge etc.
• Inform guests about the timing of the Welcome Walk
• Give the guests suggestions about what to do on arrival

General

• Demonstrate leadership and take ownership over the group of guests
• Responsible for ensuring orderliness, cleanliness, and useful information material about the city at the Viking hospitality desk
• Maintain a good relationship with the Viking contact person of the hotel
• Suggest restaurants for lunch/dinner and make reservations if needed
• Provide updated information on the city, what to do and see, supply city maps, make bookings and assist guests with possible requests
• Receive and handle guest complaints
• Exchange information with other departments at Viking / Viking Vessels / Viking vendors in the destination
• Keep logbook updated about guests, problems, requests etc. for your colleagues so they are informed

Shore Excursions: included and optional excursions

• Present and sell the optional excursions
• Keep track/process the optional excursion bookings
• Liaise with local suppliers (reconfirm reservations, motor coaches, guides etc.)
• Co-ordinate all shore excursions
• Instruct and brief local guides prior to excursions
• Fill out vouchers and upload them into the MXP-system
• Handling/explaining of Quiet Vox audio equipment
• Coordination of all excursions including audio equipment
• Instructing and briefing local guides prior to excursions
• Accompanying of all excursions and walks

Departure from hotel to airport/vessel

• Co-ordinate and assist with guest’s departure arrangements (e.g., flight changes) to airport
• Prepare guests for departure day, explain time pick up to vessel or airport, luggage procedure and reconfirm this with porter
• Provide a final farewell in accordance with the Viking Standards
• Co-ordinate the departure of guests from the hotel to the vessel with the Program Director

DUTIES

• The holder of the position undertakes not to pass over the company’s information, manuals, information on business developments to 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 AG

YOUR PROFILE

• Experience in hotel / tourism industry
• Excellent English skills, other languages (German and French) are an asset
• Good computer knowledge (Office, MXP) administrative experience
• Excellent organizational and communication skills
• Positive and extravert personality, neat appearance
• Stress resistant, flexible, problem-solving skills
• Ability to work independently, service-oriented and guest focused
• Experience with American, British, Canadian, and Australian guests is an advantage
• Valid work permit for Switzerland