Explorers Staff

Job Description Explorers Staff

Purpose of Position:

• Provides friendly, personalized front-desk service to ensure guest satisfaction and repeat business.
• Assists in promoting, selling, and dispatching shore excursions at various ports of call.
• Handles guest inquiries, complaints, and administrative tasks while ensuring compliance with Vikings STAR Service Standards.

Responsibilities:

• Address guest concerns and resolve issues according to Vikings STAR Service Standards.
• Process and manage Lost & Found items, berthing lists, guest lists, cocktail invitations, and special orders.
• Conduct embarkation and check-in procedures, collecting passports and travel documents.
• Assist the Pursers Department with guest immigration formalities when needed.
• Maintain a cash float, handle payments, and process credit card transactions while ensuring accuracy and accountability.
• Facilitate shore excursions, ensuring smooth dispatch and guest experiences.
• Regularly escort guests on tours, monitoring tour quality and port knowledge.
• Perform concierge duties, booking restaurants, golf courses, and other activities ashore.
• Ensure sufficient printed materials (Viking Daily, shore excursion forms, port maps) are available at all times.
• Manage onboard shore excursion bookings, including private guest excursions.
• Coordinate shore excursions and required audio equipment.
• Serve as a Viking Ambassador, maintaining high levels of professionalism and guest service.
• Handle challenging guest situations with professionalism, patience, and effective problem-solving.
• Communicate and coordinate with other onboard departments to enhance the guest experience.
• Ensure a smooth disembarkation process, assisting guests with online check-ins and transfer arrangements.
• Participate in The Daily Reunion to stay aligned with operational updates.
• Wear Personal Protective Equipment (PPE) and follow safety protocols.
• Maintain professional grooming standards per Vikings Image and Uniform Policies.
• Secure company property, particularly during rough weather conditions.
• Stay knowledgeable about ports of call, shore excursions, and onboard activities.
• Support achieving Guest Services Department financial and quality goals.
• Follow safety and security policies, participating in fire prevention and evacuation drills.

Qualification (Your Profile)

• Minimum 1 year of experience in a front-of-house role in a premium hospitality setting.
• Previous shipboard experience is preferred.
• Fluent in English strong verbal and written communication skills.
• Ability to speak additional languages is an advantage.
• Flexible, stress-resistant, team player, with a strong work ethic.
• Strong administrative skills, including proficiency in PC-based databases, spreadsheets, and word processing.
• Experience in cash handling and foreign currency exchange.
• Guest-focused, service-oriented, with a professional appearance and impeccable hygiene standards.