职位职责

 安排到达和转往到酒店和船上的相关事宜

 确保接机送机的顺畅运行（客人/行李/规定时间）

 协助丢失行李的客人

 协助客人机场相关事宜

 整理客人信息文件（城市地图/小册子/印刷品/问卷）

 工作时间按航行日程表所述

 根据排班计划协助客服前台工作（可能包括夜班）

 负责提供有关旅游，每日简报以及本地，文化和历史评论的相关信息

 在自由活动时间提供美食/餐馆、购物和活动方面的建议

 接待和处理客人投诉和客人的短途游览的特殊需求

 与项目经理联络，以了解客人的特殊需求，通报预计抵达时间并检查实际停靠位置

 在项目经经理的督导下，积极参与/组织娱乐活动

 协调所有游览项目，包括在指定城市导览客人，并为客人提供丰富的历史信息

 在所有游览项目中陪伴客人并为当地导游翻译

 控制和监督游览项目的实施及其质量

任职资格

 酒店/旅游业相关学历

 至少两年在管理职位/导游的专业经验

 有国际/船舶行业工作经验者优先

 流利的普通话和英语，具有其他语言技能者优先，如德语或法语

 服务为导向，以客人为中心

 能够独立工作

 优秀的管理、组织和沟通能力

 积极的个性，友善和整洁的外表

 公共场合演讲演示的经验

 具有灵活、抗压和解决问题的能力

Assignments/Responsibilities

 Organization of arrivals and transfer to the Hotel and Vessel

 Ensuring smooth operation of transfers (transfer / luggage / times)

 Assistance to guests with lost luggage

 Assisting with guests at airport

 Organizing guest information documents (city maps/ brochures / handouts, questionnaires)

 Desk hours in accordance with the cruise layout

 Assisting at Guest Services Desk on rotating schedule (may include night shifts)

 Responsible for providing relevant information about the tour, daily briefing and local, cultural and historic commentary on the coach

 Offer advice on food/restaurants, shopping, and activities during free time

 Receipt and handling of guest complaints & private guest excursions

 Liaising with Lead Travel Concierge to inform about special guest needs and communicate estimated arrival time and check actual docking location

 Actively participate/ organize entertainment events under LTC supervision

 Coordination of all excursions including guiding guests in designated cities and providing the guests with historically enriching information

 Translating Local Guides and accompanying all excursions

 Controlling and monitoring of implementation and quality of the excursions

 QUALIFICATION PROFILE 

 Graduated education within hotel / tourism industry

 Min. 2 years professional experience in a management position / tour guidance

 International experience / experience on cruise ships is an asset

 Excellent Mandarin and English skills, other foreign languages are an asset e.g. German or French

 Service oriented and guest focused

 Ability to work independently

 Excellent management, organizational and communication skills

 Positive personality, friendly and neat appearance

 Experience in public speaking and giving presentations

 Stress resistance, flexible, problem-solving skills

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