Guest Services Manager

Full-Time

Role Overview
As part of our Mississippi Administration team your job as a Guest Services Manager is to ensure a welcoming guest experience, overseeing all aspects of the Explorers Desk operations and staff onboard, in accordance with Viking’s STAR Service Standards. Your role includes producing accurate and timely financial reports in compliance with company policies and financial institutions and assist with administration tasks as directed by the Hotel General Manager. As other leadership positions, you will be evaluated based on both guest satisfaction, measurement reports, financial results and crew turnover

• You will be reporting to the Hotel General Manager
• You will be expected to work on a 10/4 rotation (10 weeks on board and 4 weeks off on vacation). Please note that rotation lengths vary based on staffing and operational needs onboard Viking Mississippi

Role Expectations:

• Manage the Explorers Desk Team to ensure the highest levels of guest satisfaction and issue resolution
• Oversee all aspects of the Explorers Desk operation and ensure operational hours meet guest needs
• Train and supervise Guest Services Agents and shoreside agents for embarkation and check-in procedures, ensure accurate manifests and SOLAS reports, responsible for embarkation set up
• Communicate with other departments and the Assistant Cruise Director for guest needs to ensure the highest levels of guest resolution and satisfaction
• Provide the highest level of comfort and service to guests and necessary support for guests leaving the ship early, including medical disembarkations
• 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
• Manage guests’ onboard accounts, run credit card pre-authorizations and track guest gratuities.  Manage onboard petty cash, the ship’s onboard credit card reconciliation and Guest Services Agents’ cash floats.
• Process mid-cruise and end-of-cruise guest surveys as per established deadlines.
• Uphold impeccable grooming standards at all times by complying with Viking’s Image and Uniform
  Standards
• Demonstrate outstanding flexibility: able to work at different times of the day, under pressure and always reflect a positive can-do attitude and the best image of Viking
• You will be expected to consistently arrive on time and be prepared for work
• Other tasks and responsibilities may be assigned at leaders’ discretion based on operational needs

Required Experience: 

• 2+ years’ experience as Front Office/ Reception Manager or similar at a 5-Star hospitality and/or restaurant environment; shipboard experience is an advantage
• Strong accounting and administration skills; Advanced knowledge of Microsoft Word, Microsoft Excel, Outlook, PowerPoint, plus Mobile Devices, Point of Sales system (MXP database.)
• Guest-focused, service-oriented, positive personality, professional appearance and impeccable hygiene standards
• Must handle all communications whether written or email

Mandatory requirements & at will employment:

• U.S. Citizen or Permanent Resident (green card) to work onboard the ship, as required by federal regulations
• Ability to satisfactorily pass a pre-employment drug test. Viking Mississippi is a drug-free and alcohol-free workplace
• Must be 21+ years old, physically fit and in good health to meet the demands of an intense shipboard role; must be able to carry heavy items and stand, kneel, and bend for prolonged periods of time
• Viking Cruises is an At-Will Employer. As such your employment with Viking is a voluntary one and is subject to termination with or without cause or notice, at any time by you or Viking. Nothing in this document or in any oral or written statement shall be interpreted to conflict with or limit the right to terminate employment at will

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®. 

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time. 

Why join Viking? 

Elevate your career regardless of where you are on your journey. Viking can help you in reaching new destinations with: 

•     Paid training program in skills and approach to premium hospitality services 
•     On-the-job coaching to help you advance rapidly 
•     A lifelong network of hospitality professionals 

Onboard our ship 

•     Lodging, meals, Wi-Fi, uniforms, and laundry are free of charge for all crew members 
•     Travel to/from the ship provided and paid for by Viking, unless you are within reasonable driving distance of embarkation or disembarkation ports 
•     Crew-only deck and dedicated recreational activities 

Viking Benefits: 

US Mainland candidates: 

•     Health, vision, and dental insurance with incredibly low premiums 
•     401(k) plan with Viking match of 100% of employee contributions up to 4% per pay period
•     Retention bonus program 

Puerto Rico and Guam candidates: 

•     Health, vision, and dental insurance with very low premiums 
•     Retention bonus program