SENIOR SHORE EXCURSION STAFF
PURPOSE OF POSITION
Members of the Explorers’ desk team are the first point of contact for many issues guests deal with while traveling with Viking and as such, they are crucial representatives of the Viking Way of Exploring the World. You provide passengers with exceptional, friendly, personalized front-line service around the clock, both onboard and onshore, in a manner consistent with Viking‘s high standard of passenger service. You train and support the Explorers’ Staff team administratively and organizationally.
Assist with organizing and dispatching of shore excursions and tenders
Distribute signage, audio equipment and provide general assistance to local guides during dispatch
Regularly accompany shore excursions and report on service standard compliance, guest satisfaction
Develop and deepen port knowledge through shore excursion escorting, independent exploration and study
Ensure that all guest issues and complaints received at the Explorer’s Desk are either settled immediately or referred to the appropriate department for follow up. Advise guest promptly of all action taken, follow up and follow through until a final resolution has been achieved
Provide information on the ports of call and available excursions and assist guests according to their needs and interests to make the most of their time on shore
Administer the clearing of shore excursion waitlists
Ensure a coordinated and smooth debarkation
Maintain and update complete shore excursion records and pertinent administration
Assign and assist with administrative and preparatory tasks for excursions in the back office
Facilitate and assist with onboard shore excursion bookings
Assign escorts for shore excursions to provide quality management
Onboard and on shore, provide assistance and leadership to Explorers’ Staff team members
Onboard and on shore, keep yourself and your work area clean, orderly and presentable at all times, in recognition of your guest-facing role
Work closely with supervisors, colleagues and other departments in order to achieve the highest possi-ble guest satisfaction
Play an active part in the Emergency Response Organization and to look for continual improvement in all matters relating to the safety of the guest, crew and vessel
Perform any other tasks or duties as required or delegated by supervisors
Supervisor: Shore Excursion Manager, Assistant Shore Excursion Manager
Gives instructions to: Explorers’ Staff, Escorts for tours, Guides if needed
Receives instructions from: Shore Excursion Manager, Assistant Shore Excursion Manager
Contract length: 6 months
Guest-focused and service-oriented
Positive personality and attitude, friendly and neat appearance
Excellent organizational and communication skills
Excellent English proficiency, other languages are an asset
Previous 2 years’ experience in the shore excursion department on board a ocean vessel.
Desirable: Firsthand knowledge of our ports of call / previous experience on an ocean ship
Able to work independently
Good computer skills
Flexible and stress resistant, team player, shows commitment, high level of integrity, tactful and courteous
GUIDELINES AND REGULATIONS
Job Description • Seafarers Agreement • Company Rules and Regulations • Employee Handbook •
Viking College • Uniform Regulation • Product Manual • STCW 95
- Job type
- Basel, Switzerland
- Starting in
- As soon as possible
- Duration of the contract
Viking Cruises was founded by Chairman Torstein Hagen in 1997. The company established headquarters in Los Angeles, California in 2000 and through rapid expansion has enjoyed double-digit growth in recent years.
With operational headquarters in Basel, Switzerland, Viking provides travel experiences for guests with an interest in geography, culture and history. Each journey includes daily shore excursions, and an exclusive Culture Curriculum program that provides destination immersion through music performances, cooking demonstrations, informative port talks and guest lecturers.
Viking River Cruises award-winning Longships offer a variety of stateroom categories and true two-room suites with verandas. Onboard amenities include a restaurant, bar & lounge, library and expansive sun deck. Itineraries range from 8 to 23 days and feature the rivers of Europe, Russia, Egypt, China, and Southeast Asia.
In 2015, Viking introduced its first award-winning ocean ship with the 930-guest Viking Star. Sister ship Viking Sea joined the fleet in 2016, along with Viking Sky and Viking Sun in 2017. By 2028 Viking will have a fleet of sixteen ocean ships, making it the largest small ship ocean cruise line. Each ship boasts a veranda in every stateroom, a choice of restaurants, an infinity pool, a Nordic-inspired spa, panoramic Explorers’ Lounge, and more. Itineraries range from 8 to 141 days and feature destinations such as Scandinavia and the Baltic, the Mediterranean, the British Isles, and the Caribbean.