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项目经理- Mandarin Speaking Lead Travel Concierge

Viking
On-site

职位概况
确保为客人带来最大的满意度,与岸上的合作伙伴进行沟通,协调所有岸上游览活动,组织客人的娱乐节目,遵守产品手册以及包含的所有程序和服务。带领一个礼宾团队,培训并监督他们作为翻译、当地的导游和维京大使。

职位职责
•    组织登船和离船相关事宜
•    确保客人从机场到船舶间往返的顺畅运行
•    协调机场代表并协助客人旅行
•    整理/归档航行文件,航行报告和日程计划
•    管理和备案供应商凭证单据及船上预订
•    整理客户信息文件(城市地图/小册子/印刷品)
•    与客人建立良好的关系,根据航行日程表组织并介绍欢迎简报和客户娱乐项目(游戏/讲座/演示文稿)
•    负责所有的公众公告(包括沿途风光的讲解)
•    接待和处理客人的投诉和宾客的私人游览需求。在客人自由活动时间,提供美食/餐馆、购物和活动方面的建议 
•    工作时间按航行日程表所述
•    整体协调所有游览项目和礼宾团队
•    联络当地的供应商(重新确认预定信息、巴士和导游)
•    在岸上导览前指导并向当地导游介绍基本情况
•    在指定的城市导览客人,为客人提供丰富的历史信息
•    在指定的游览项目中为当地导游翻译
•    控制和监督游览项目的实施及其质量

任职资格
•    酒店/旅游业相关学历
•    至少三年在管理职位/导游的专业经验
•    国际/船舶或豪华酒店行业工作经验者优先
•    优秀的普通话(作为第一语言)技能,流利的口头和书面英语能力,具有其他语言技能者优先,如德语或法语
•    以服务为导向,以客为尊的行为和态度
•    能够独立工作
•    具有团队建设能力并富有团队精神
•    能够监督和管理至少8名礼宾成员的能力
•    丰富的电脑知识
•    出色的管理、组织和沟通能力
•    积极的个性、友善和整洁的外表
•    具有灵活性,抗压能力强
•    公共场合演讲(历史)演示的经验
•    具有行政技能,能够管控岸上游览部分的财政方面

 

PURPOSE OF POSITION
You ensure fullest guest satisfaction, communicate with our partners on shore side, you coordinate all shore-excursion activities, organization of guest entertainment programs and compliance with the product book and all included programs and services. You will lead a team of Travel Concierges, train and oversee their performance as translators, local guides and Viking ambassadors.

YOUR RESPONSIBILITIES / TASKS / DUTIES
•    Organization of embarkation and disembarkation
•    Ensuring smooth operation of transfers to and from the vessel
•    Coordination of airport representative and assisting with guest travels
•    Handling / filing of cruise documentation, cruise reports & daily program
•    Managing and filing vendor vouchers & onboard bookings
•    Organizing guest information documents (city maps/ brochures / handouts)
•    Organizing and presenting Welcome Briefings & guest entertainment (games / lectures / presentations) according to the cruise layout & active guest relation
•    Responsible for all public announcements (including bridge commentary)
•    Receipt and handling of guest complaints & private guest excursions. Offer advice on food/restaurants, shopping, and activities during free time
•    Desk hours attendance as outlined in the cruise layout
•    Overall coordination of all excursions and the Travel Concierge team 
•    Liaising with local suppliers (reconfirmation of reservations, busses, guides)
•    Instructing and briefing local guides prior to shore-excursion
•    Guiding guests in designated cities and providing the guests with historically enriching Information
•    Translating Local Guides on assigned excursions
•    Controlling and monitoring of implementation and quality of the excursions

QUALIFICATION PROFILE
•    Graduated education within hotel / tourism industry
•    Min. 3 years professional experience in a management position / tour guidance
•    International experience / experience on a ship or the luxury hotel industry is an asset
•    Excellent Mandarin (as a first language), fluent in English both verbal and written, other languages are an asset: German or French 
•    Service oriented and guest focused behavior and attitude
•    Ability to work independently
•    Team builder and team player 
•    Ability to oversee and manage a team of at least 8 Travel Concierges 
•    Profound computer knowledge
•    Excellent management, organizational and communication skills
•    Positive personality, friendly and neat appearance
•    Stress resistance, flexibility
•    Experience in public speaking and giving (historical) presentations
•    Administrative skills, controlling financial side of the shore excursion department