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Guest Service Executive

Up to £26000 PA depending upon experience
Closing date
19 Nov 2021

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Tour Operator
Full Time
Contract Type
Job function
Customer Service
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Job Details

To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email or letter.

Key Tasks:

  • Ensure the required level of guest service and communication is achieved by telephone, letter and email at all times.
  • Demonstrate a sense of urgency depending on the volume of enquiries, and adapt and prioritise as required.
  • Maintain the highest level of written communications for pre and post travel correspondence.
  • Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact.  
  • Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business.  
  • Allocate compensation based on company standards, to the approval of the relevant management.
  • Develop and maintain knowledge of company policies and procedures for dealing with clients who have special requirements, and assist colleagues and management to ensure these are followed consistently.
  • Identify potential problems relating to guest service and proactively work to find solutions to enhance the guest experience.
  • Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of guest satisfaction.
  • Assist other departments with escalated guest enquiries or complaints, ensuring the guest remains the priority.
  • Communicate effectively with guests and external contacts.
  • Ensure the teams and companies’ objectives and goals are met.
  • Develop and increase knowledge of products and geographical areas through training and self-development.
  • Act as out of office emergency contact on a rota basis.

Knowledge and Experience:

  • Six months’ experience of working in a customer/guest services environment.
  • Travel industry experience (desirable)
  • Experience of dealing with and resolving complaints.
  • Experience of managing and exceeding guest expectations.
  • Understanding of guest service standards and guidelines.
  • Experience in allocating compensation (desirable)
  • Experience in preparing written correspondence for guests, ideally letters (desirable)


  • Exceptional guest services and administration skills.
  • Excellent communications skills, written and interpersonal.
  • Good organisational and prioritising skills.
  • IT Literate – experience of travel reservation systems.


  • Ability to build rapport quickly and empathise with a guest.
  • Ability to deal with guests and external contacts in a professional, confident and assertive manner.
  • Ability to prioritise tasks and work to deadlines.
  • Ability to work on own initiative as well as part of the team.
  • Ability to remain calm and patient under pressure. 
  • Pro-active problem solver.
  • Positive and enthusiastic approach to work with a dedicated and flexible attitude.
  • Ability to take ownership of their own performance and development.
  • Ability to support Viking Values.
  • A willingness to work a 5 day over 7 days shift system.
  • A willingness to attend and support Viking’s guest events in the UK (a few days per year).

To apply for this role, please click "Apply"


Viking was founded in 1997 with the purchase of four ships in Russia. In 2000, the company purchased Europe’s KD River Cruises in order to grow its fleet, to leverage 40 years of river cruising experience and to acquire rights to prime docking locations in key European cities.

The company expanded into the American market in 2000, establishing a sales and marketing office in Los Angeles, California. Since then Viking has grown to be The World’s Leading River Cruise Line, and with the launch of its ocean fleet, it has also become the leader in small ship ocean cruising.

In January 2022, Viking will launch new expedition voyages, sailing to Antarctica, the Arctic and North America’s Great Lakes. Its first vessel, Viking Octantis, will embark on voyages to Antarctica and North America’s Great Lakes starting in January 2022. A second expedition vessel, Viking Polaris, will debut in August 2022, sailing to Antarctica and the Arctic.

In August 2022, Viking will expand its destination-focused travel experiences with the launch of Mississippi River cruises. Its first custom vessel, Viking Mississippi, will sail voyages on the Lower and Upper Mississippi, between New Orleans and St. Paul.

With an operational office in Basel, Switzerland, Viking provides destination-focused itineraries designed for experienced travelers who have an interest in geography, culture and history. Each journey includes a shore excursion in every port, and an exclusive Viking Culture Curriculum program that provides deep immersion in the destination through performances of music and art, cooking demonstrations, informative port talks and carefully selected guest lecturers.

The company currently operates a fleet of more than 70 vessels, state-of-the-art ships that have received numerous accolades since their launch from industry experts and travelers alike. Viking was voted the #1 River Cruise Line by Condé Nast Traveler in their 2020 Readers’ Choice Awards, and for the fifth year in a row, has been named the #1 Ocean Cruise Line* by Travel + Leisure readers in the World’s Best Awards 2020.


Find Us
SW19 5LP
United Kingdom
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