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Guest Services Executive

Employer
Viking
Location
Wimbledon, London (Greater)
Salary
Competitive Salary
Closing date
31 Aug 2022

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Sector
Cruise
Hours
Full Time
Contract Type
Permanent
Job function
Customer Service

Job Details

Viking is a strong and dynamic company - with a growing fleet of more than 80 river ships and seven ocean vessels cruising over 100 itineraries around the world. In 2022, our guests will experience all the comfort and elegance of our award-winning fleet with two expedition ships built specifically to explore the world's most remote destinations. We will also expand our operations to the U.S. with the addition of a new Mississippi River ship.

 PURPOSE OF POSITION

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

This role is based in our UK Office in Wimbledon Parkside, London, UK. Please note that we can only accept applicants who are eligible to work in the UK or in possession of a valid work permit. The role is office based, currently a minimum of 3 days per week, and you will need to live within commutable travelling distance to the office. This role can also be considered for permanent homeworking based on your experience and geographical location.

YOUR RESPONSIBILITIES

  • 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. Set an example of guest service best practice within the company as a whole.

 YOUR PROFILE

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)

Skills:

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

Attributes:

  • 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).

WHAT WE OFFER

Working Hours

  •  5 days out of 7 on a rotational basis including weekends.
  • Flexibility to work shift patterns between the hours of 08:00am and 8pm.
  • Current office hours: Monday-Friday (09:00am-17:30pm) Saturday (09:00am-17:00pm) and Sunday (10:00am-16:00pm).
  • Office based with hybrid home working solution (3 office days per week/2 home working days/weekend shifts from home).

Benefits:

  • Competitive salary and commission scheme plus additional ad hoc incentives Contributory pension scheme - 5% from the employer/4% from the employee Private health insurance (after probation is completed) 20 days paid annual leave with the option to purchase 5 additional days Paid Bank Holidays Occupational sick pay – 10 days every 12 months rolling Employee discounts on health and wellbeing (Vitality) Familiarisations trips Outstanding employee discounts on Viking products for friends and families Gifts on your birthday and anniversary of joining Themed days in the office, with lunch Tea, coffee and snacks Summer social/Christmas party

New starters receive a comprehensive induction in Vikings products and systems and continuing training and development appropriate to their role.

If you are interested in this role, please apply via our website, including a brief cover letter (one page, introducing yourself and outlining why you are interested in the role) as well as your CV in English.

Deadline for applications 31st July 2022.

 

 

 

Company

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.

 

Company info
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