客服专员 - Mandarin Speaking Guest Services Agent

职位内容
• 为所有客人提供信息的“心脏”
• 负责船上的所有销售交易
• 操作电话总机，无现金系统和安全系统
• 充分了解客人信息娱乐系统，保证其顺利运行
• 24小时前台服务，如有需要，包括礼宾服务
• 组织规划登船/离船的相关事宜
• 准备及顺利地办理入住和退房手续
• 每天阅读并更新日志，并采取相应的措施
• 检查所有抵达客人的客人清单及其特别要求
• 确保立即解决收到的所有客人的投诉或转交给相关方进行跟进。要及时告知客人所采取的一切行动
• 准备客人名单、宴会邀请函、菜单和船舶管理的特别说明
• 组织并协助客人有医疗需要的情况下离船
• 协调、确认和协助客人的出发安排和其他行程安排（例如航班变更）
• 整理客人信息文件（城市地图/小册子/行程相关资料）
• 协调和调度岸上游览活动
• 有效处理内部成员和客户的要求，其中则需要高度的耐心、机智和策略，收集准确信息和解决冲突
• 良好的灵活性：按照管理层安排的不同作业时间（白天或夜间），必须能够独立工作。任何压力下，或甚至在困难的条件下，拥有积极的态度并保持维京最佳形象
• 客户账单资料的输入和管理IT系统（MXP和/或POS）
• 了解所有与行程相关的停靠港口和岸上观光
• 每日计划的制作（维京日报）
• 更新船上信息娱乐系统
• 了解电脑系统的所有功能，包括但不限于MXP，Anveo，Microsoft Word，Excel和PowerPoint

任职资格
• 要求高中文凭，酒店学位者优先
• 至少两年在豪华游轮或相当规模的国际酒店，前台职位的经验
• 能够必须谨慎地正确处理机密信息，
• 必须穿着得体，并保持良好的卫生标准
• 能长时间行走及站立
• 工作时间按组织需要和运营需求而变化
• 服务为导向，以客人为中心，个性积极和专业的外表
• 灵活、抗压能力强，有团队合作精神，信守承诺
• 掌握会计和行政相关技能
• 流利的普通话（母语），良好的英语口语和书面技能——能够以良好的英语和适当的沟通方式处理任何类型的信息,会第三种语言技能者优先

PURPOSE OF POSITION
• To provide guests at all times with friendly, personalized front-desk service 24 hours a day in a manner consistent with Viking China Outbound 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 / TASKS / DUTIES
• 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 Front Desk Services, including concierge services, if required
• 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
• 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
• Entering and controlling of guest checks into IT system (MXP and / or POS)
• Become knowledgeable about all itinerary-related ports of call and shore excursions
• Production of the daily program (Viking Daily)
• 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

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 international luxury hotel in China of a 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 (native) in Mandarin, good oral and written skills in English - must be able to address any kind of information in an adequate manner with good English communication skills. A third language as per itinerary is an asset