Explorer Staff / Front Office (Japanese fluency) - Viking Cruise - Yogyakarta

PT. Ratu Oceania Raya; Daerah Istimewa Yogyakarta; On-site; IDR 12.000.000 - 100.000.000; Full time

Job description

Company Description: Provider of Hotel and Marine Personnel to International Cruise Lines, Commercial Shipping and Hotels Worldwide.

Job Description

1. Ensure guest concerns received at the Explorers Desk are settled according to Viking’s STAR Service Standards. Receive and inventory lost and found items according to company policies and procedures. Prepare berthing lists, guest lists, cocktail invitations, gift orders, and special requests from ship management to guests.
2. Process all guests at embarkation/registration according to Viking’s Standard Operating Procedures, including check-in, and collecting passports and documents.
3. Assist the Pursers Department with guests' immigration formalities when needed.
4. Maintain a working cash float, process payments, and register credit cards. Ensure no shortages occur. Assist guests with onboard accounts and queries.
5. Assist with tour dispatch and execution. Escort guests on shore excursions to monitor quality and maintain high standards of product and port knowledge.
6. Undertake concierge duties such as booking restaurants, golf, and other activities ashore.
7. Ensure sufficient printed materials are available for guests at all times (e.g., Viking Daily, shore excursion booking forms, port maps).
8. Facilitate and assist guests with onboard shore excursion bookings, including private excursions.
9. Coordinate all shore excursions, including audio equipment requirements.
10. Serve as a Viking Ambassador at all times, adhering to Viking’s STAR Service Standards.
11. Handle difficult guests or situations professionally, demonstrating rational thinking and providing solutions.
12. Communicate and coordinate activities with onboard departments to ensure guest satisfaction, following Viking’s STAR Service Standards.

Additional responsibilities include:

1. Providing high-level comfort and service to guests per Viking’s STAR Service Standards and health policies.
2. Managing service flow during embarkation, disembarkation, and onboard activities.
3. Ensuring smooth disembarkation, assisting with online check-in and transfer arrangements if not provided by Viking.
4. Participating in “The Daily Reunion” to understand operational needs and uphold service standards.
5. Wearing appropriate PPE and using correct lifting techniques to prevent injuries.
6. Maintaining grooming standards and complying with Viking’s image and uniform policies.
7. Securing company property, especially during rough weather, to prevent loss or damage.
8. Demonstrating flexibility by working different shifts, working under pressure, and maintaining a positive attitude.
9. Gaining knowledge about ports of call, shore excursions, and shipboard activities.
10. Motivated to achieve company goals for quality and financial performance.
11. Understanding safety and security procedures, participating in training, and adhering to policies.
12. Assisting other departments and performing additional duties as instructed.