Associate Hotel Manager

Full-Time

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 #1for 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.

You now have an opportunity to join one of the most acclaimed and fastest-growing hospitality brands as it expands in the United States.

The Assistant General Manager is responsible for assisting the General Manager with the overall operations of the hotel operations including guest relations, managing guest service agents, and other departments. Responsible for ensuring standard operating procedures are maintained while providing the highest quality guest service and generating maximum revenue for Viking.

Additionally, the Assistant General Manager is responsible for overseeing day-to-day hotel operations with a focus on maintaining high-quality standards and optimizing resources. Responsible for leading a diverse team, the Assistant Manager ensures operational efficiency and positive guest experiences across the vessel, in all departments. Collaborating closely with the General Manager, this role involves strategic implementation to enhance overall service delivery and guest relations. The Assistant General Manager plays a crucial role in upholding Viking's values and commitment to exceptional service.

Maintaining Guest Services and Front Desk Goals

• Manage day-to-day operations, ensuring Viking standards and meeting the expectations of the guests daily.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others (guests and crew).
• Supervises staffing levels to verify that guest service, operational needs and financial objectives are met.
• Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Assists shipboard leaders in administering front and back operation functions and supervising staff daily, including all areas of hospitality management.
• Directs and works with managers and employees to carry out procedures ensuring a memorable sailing experience for guests.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behavior.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and verifies employees do the same within the team.
• Supervises all areas of the hotel in the absence of the General Manager.

WHAT YOU WILL DO ONBOARD

Maintaining Exceptional Guest Service

• Provides services that are above and beyond for guest satisfaction and retention.
• Continually, improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints in a timely manner.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent guest service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction.
• Verifies employees understand guest service expectations and parameters, providing additional training where necessary.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Verifies guest and employee satisfaction and maximizes the financial performance of the department.

Managing Projects and Policies

• Implements the employee recognition/service program, communicating to employees and overseeing the delivery.
• Trains employees and monitors adherence to all policies and procedures.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and verifies compliance with all policies, standards, and procedures.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).

Supporting Human Resource Activities

• Supports the developmental needs of employees through coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and employees by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the employees on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

About You:

• Prefer at least 3 years of experience in a similar position in a luxury or upscale hotel environment.
• The position requires exemplary leadership skills and a proven ability to achieve the highest level of service and quality throughout the Hotel.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must be effective at listening to understand and clarify the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Ensures employees are always attentive, friendly, helpful, and courteous to all guests, managers and other employees.
• Monitors all V.I.P. guests and requests.
• Maintains required par levels of all front office, maintenance, and housekeeping supplies.
• Other duties as required.

Benefits year-round, on and off the ship

As a full-time employee, you are eligible for benefits such as: 

• Viking pays for and provides more, better coverage: Health, vision, and dental insurance with very low premiums (some plans are fully paid by Viking) 
• 401k savings plan with company matching all your contributions with an additional 4% 

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. This includes testing for marijuana and other controlled substances. We are a Drug-Free and Alcohol-Free workplace. 
• 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.