Guest Service Agent - 5* River cruises - OPORTO




Detalhe da Oferta:

PEOPLECONQUEST RH is making the process recruitment for RIVER CRUISES EUROPE:


JOB DESCRIPTION - PORTUGAL GUEST SERVICE AGENT m/f
(PORTUGUESE CONTRACT)



PURPOSE OF POSITION

To provide guests at all times with friendly, personalized front-desk service, including concierge services, 24 hours a day in a manner consistent with Viking River Cruises’ high standard of guest services.
This includes, but is not limited to, maintaining high standards and consistency of outstanding customer service and monitoring of all Guest Services-related tasks.


YOUR RESPONSIBILITIES

This document is not a definite overview of the expected responsibilities, tasks and duties. Items can be added in the future depending on the final departmental development. The holder of this statement can be asked to take on other tasks in addition of the ones stated on the paper.
Center “the heart” of information for all guests
Transaction of all on board sales
Operation of phone switchboard, cashless system and safety system
Full understanding of guest infotainment system and guarantee of its smooth operation
24h Concierge Services
Organization and planning of embarkation / disembarkation
Preparation and execution of a smooth check-in and check-out
Read and update the logbook daily and take action accordingly
Check guest manifests and special request lists for all arriving guests
Ensure that all guest complaints received are either settled immediately or referred to the relative party for follow up. Guest to be promptly advised of all actions taken
Prepares the guest lists, party invitations, menus, and special notes from the ships management
Assist in guest medical disembarkations with support of the management
Coordination, confirmation and assistance with guests’ departure arrangements and other travel connections (e.g. flight changes)
Organizing guest information documents (city maps / brochures / handouts)
Assistance with coordination and dispatching of shore excursions
Ability to effectively deal with internal & external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts


TEAMWORK

Outstanding flexibility: must be able to work alone, in different shifts (day time or night time) as scheduled by the management, under pressure and reflect at all times, even under difficult conditions, a positive can-do attitude and the best image of Viking


PRODUCT KNOWLEDGE

Entering and controlling of guest checks into IT system (MXP)
Become knowledgeable about all itinerary-related ports of call and shore excursions
Production of the daily program
Update of onboard Infotainment system
Know all the functions of the computer systems, incl. but not limited to MXP, Anveo, Microsoft Word, Excel and PowerPoint


KPI PERFORMANCE

Achieve/succeed the KPI goals for the department as a guest services team
Strong motivation to achieve the company goals and objectives


SECURITY

Full knowledge about safety & security procedures, participations in all training concerning safety & security, fire prevention, evacuation exercises as required by the company
In the night shift: hourly fire, safety and security patrols
Is able to raise the internal alarms correctly


YOUR PROFILE

High school diploma required, and degree with hospitality focus preferred
Minimum of 2 years previous experience required in an upscale cruise line or hotel of comparable size in the similar position in the scope of the Front Office department
Must be able to deal correctly with confidential information and must be discrete
Must be well groomed and maintain impeccable hygiene standards
Extensive walking required and ability to stand on feet for a long time
Hours may vary based upon organizational needs and operational demands
Guest focused, service oriented, positive personality and professional appearance
Flexible and stress resistant, team player, shows commitment
Relative accounting and administration skills
Fluent in English - must be able to address any kind of information in an adequate manner with excellent oral & written English communication skills. A second language as per itinerary is an asset


GUIDELINES AND REGULATIONS

Implement PSO policies, procedures, standards, as laid out by the management
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


Send us your resume
with ref. GSA-PRT

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