japan - japanese speaking concierge

PURPOSE OF POSITION

• Leverage a deep understanding of Japanese culture, language, and customs to enhance the guest experience by facilitating outstanding communication, ensuring unforgettable moments, and seamless interactions. 
• Provide guests with impeccable, friendly, personalized service to ensure guest satisfaction and repeat business. This, in turn, will increase the revenue and profitability of the company.
• Support operations with translation in various outlets and during events, enhancing guest relations as directed by onboard senior management.
• Anticipate guests’ needs and preferences, offering personalized recommendations.
• Handle special requests and resolve guest complaints, in accordance with Viking’s STAR Service Standards.

YOUR RESPONSIBILITIES

• Support all guests at embarkation/registration according to Viking’s relevant Standard Operating Procedures. This may include check-in and collecting passports and other documents.
• Assist with front-of-house operations, handling guest interactional tasks wherever needed. Provide accurate and timely information on all onboard services, bookings, events, activities, and shore excursions.
• Regularly escort guests on shore excursions to monitor tour quality and maintain a high standard of product knowledge and port information.
• Seamlessly translating spoken content from English to Japanese and vice versa during live presentations,maintaining accuracy and fluency
• Support translation and printing of materials for guests (such as Viking Daily, shore excursion booking forms, and port maps).
• Always serve as a Viking Ambassador, adhering to Viking’s STAR Service Standards.
• Handle guest complaints or issues with grace and professionalism, resolving challenges effectively.
• Communicate and coordinate activities with other onboard departments to ensure guest satisfaction,following Viking’s STAR Service Standards.
• Provide the highest level of comfort and service to guests, in line with Viking’s STAR Service Standards and all Public Health Policies.
• Manage service flow during embarkation, disembarkation, and all onboard activities.
• Assist during the disembarkation process, including online check-in and transfer arrangements if not arranged by Viking.
• Participate in “The Daily Reunion” to understand your team’s operational needs and maintain consistent adherence to Viking’s STAR Service Standards.
• Always wear appropriate and task-specific Personal Protective Equipment (PPE) as required for your onboard duties. Use correct lifting techniques to prevent injuries.
• Uphold impeccable grooming standards, complying with Viking’s Image and Uniform Standards.
• Ensure company property is appropriately secured and protected, especially during rough weather conditions, to prevent unnecessary loss or damage.
• Demonstrate outstanding flexibility be able to work at different times of the day, under pressure, and always reflect a positive can-do attitude, representing the best image of Viking.
• Become knowledgeable about itinerary-related ports of call, shore excursions, and shipboard activities.
• Be highly motivated to achieve company goals and objectives (both quality and financial) for the Guest Services Department.
• Have full knowledge of safety and security procedures, operating in line with all Public Health, Environmental, and Safety & Security Policies. Participate in all required onboard training, safety drills,and fire prevention exercises.
• Assist in other departments and perform additional duties, as instructed by supervisors.

This document describes the primary activities, duties, and responsibilities of this position. Your manager or supervisor may assign additional duties and responsibilities to you.

YOUR PROFILE

• Fluent in Japanese and English: Excellent oral and written communication skills, along with a deep understanding of Japanese etiquette and customs. Able to address any request adequately. Proficiency in an additional language is advantageous.
• Shipboard experience is preferred.
• Qualities required: Flexibility, stress resistance, commitment as a team player, and an exceptional work ethic. Must demonstrate the ability to work independently.
• Strong administration skills are preferred: Proficiency with PC-based databases, spreadsheets, and word processing systems. Demonstrates excellent management and organizational skills.
• Guest-focused and service-oriented: Positive personality, professional appearance, impeccable hygiene standards, and excellent knowledge of all Public Health Policies are essential.
• Ensure that guest concerns are settled according to Viking’s STAR Service Standards
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GUIDELINES AND REGULATIONS

• Implement Standard Operating Procedures & STAR Service Standards within the department.
• Ensure appropriate appearance and clothing according to the updated Grooming Standards.
• The company reserves the right to change/extend this job description, if necessary, at any point of time during her/his employment.

Position:                 Japanese Concierge

Supervisor:               Hotel General Manager / Guest Relations Manager

Receives instructions from:  Hotel General Manager / Guest Relations Manager