Guest Services Manager

About Viking

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 experience for The Thinking Person®.

Viking has more than 250 awards to its name, including being rates #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:

o Paid training program in skills and approach to premium hospitality services

o On-the-job coaching to help you advance rapidly

o A lifelong network of hospitality professionals

• Onboard our ship

  o Lodging, meals, Wi-Fi, uniforms, and laundry are free of charge for all crew members

  o Travel to/from the ship provided and paid for by Viking, unless you are within reasonable driving distance of embarkation or disembarkation ports

  o Crew-only deck and dedicated recreational activities

  Viking Benefits:

  US Mainland candidates:

  o Health, vision, and dental insurance with incredibly low premiums

  o 401(k) plan with Viking match of 100% of employee contributions up to 4% per pay period

  o Retention bonus program

  o Health, vision, and dental insurance with incredibly low premiums

  o Retention bonus program

  About you

• 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

  Role Overview

  As part of our Mississippi Administration team your job as a Guest Services Manager is to ensure a welcoming guest experience, overseeing Explorers Desk operations and staff onboard, in accordance with Viking’s STAR Service Standards. 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 Associate General Manager
• You will be expected to work on a 12/4 rotation (12 weeks on board and 4 weeks off on vacation). Please note that rotation lenghts vary based on staffing and operational needs onboard Viking Mississippi

  Role Expectations

• Manage the Explorers Desk Team to ensure guest satisfaction
• Oversee the Explorers Desk operation and ensure operational hours meet guest needs
• Train and supervise Guest Services Agents for embarkation and check-in procedures
• Communicate with other departments and Shore Excursions Manager for guest needs
• Provide the highest level of comfort and service to guests and necessary support for guests leaving the ship early
• 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
• Always uphold impeccable grooming standards by complying with Viking’s Image and Uniform Standards
• Demonstrate outstanding flexibility: able to work at various 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

  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

  FLSA (Fair Labor Standards Act) Status: Exempt Nonseamen