项目经理- Mandarin Speaking Lead Concierge

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。

• 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

• 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

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.

• 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

• 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