Polar Latitudes is currently seeking an experienced Chinese Group Leader to join our on-board Expedition Team for the coming season.
- Seasonal (October 2018 – March 2019, and future seasons), maximum of 8-12 weeks consecutively
- 7-day work week
- Attractive daily pay rate, hired as an independent contractor
- Location: Antarctica, on-board one of our luxury vessels MS Hebridean Sky and/or MS Island Sky
The Company:
Polar Latitudes is a boutique expedition company solely dedicated to delivering a life-changing Antarctic experience by combining the best elements of relaxed luxury and authentic adventure, delivered in a small, personalized setting by the most experienced and knowledgeable team on land, water or ice.
The Opportunity:
Reporting directly to the Expedition Leader and Passenger Service Manager, the Chinese Group Leader is responsible for improving the overall passenger experience for Chinese guests on board our vessels by handling all service related aspects related to our Chinese passengers. Candidates will be required to translate (verbally & written) all operational briefings and documents to ensure all Chinese guests/charter leaders understand and have access to critical safety and programmatic information. This will include critical safety and environmental protection briefings, as well as day to day information both on board and on excursions.
The goal is to enhance the experience of our Chinese guests providing them with one main point of contact for special requests, general assistance and complaint handling. The successful candidate will liaison closely with the Expedition Leader and Hotel Manager to ensure highly personalized service is offered, taking language barriers and differences in cultural nuances into consideration.
The main responsibilities will include (but are not limited to):
- Understand and follow Polar Latitudes’ service standards, policies and procedures
- Provide exceptional customer service to our Chinese passengers in line with Polar Latitudes’ service level expectations
- Liaison closely with the Expedition Leader and Hotel Manager on all Chinese guest service matters, complaints and challenges
- Anticipate needs and requests of Chinese guests based on cultural background, and ensure expectations are met and exceeded
- Act as day-to-day advisor and interpreter for Chinese passengers, and assist Chinese tour leaders with managing their groups on board and on shore
- Conduct briefings with Chinese passengers on all guest service matters, including safety and emergency procedures, general vessel operation, environmental consideration and bio-security protocols
- Oversee and facilitate embarkation and disembarkation of Chinese passengers, including informative announcements on proceedings, timelines, and general instructions
- Assist and accompany Chinese guests during on-shore activities
- Assist with guest related paperwork and quality control tasks for Chinese passengers
- Submit daily updates to the Passenger Service Manager documenting customer service actions
- Generate a detailed End of Voyage report for the Director of Expedition Operations
- Involvement with operation duties on expedition days, as required by Expedition Leader
Skills and Experience Required:
The successful candidate will be able to demonstrate the following:
- Proven working experience in a customer service related field or hospitality, ie. Guest Relations Manager, Tour Leader, Customer Service Manager, Sales Manager or similar
- Outstanding communication skills
- Awareness of the IAATO Guidelines for Visitors to the Antarctic and their implications
- Knowledge and understanding of Chinese culture and etiquette
- Strong leadership skills
- Ability to establish cohesive relationships between shipboard departments
- Experience in conflict management and conflict resolution
- Demonstrate initiative, capacity to work without supervision and confidence in decision making
- Ability to work calmly under pressure
- Possess a strong sense of responsibility, reliability and professional presentation
- Display a great level of enthusiasm and positivity, and highly approachable persona
- Strong organisational skills
- Native Mandarin speaker, with excellent English language skills
- Simultaneous translation skill is an asset
- Polar experience is an advantage
- Willingness to acquire MLC/STCW certifications required to work on sea going vessels, required to train in other elements of expedition operations
- Company will train expedition operational skills once core duties are proven to be covered effectively by candidates (shore operations, zodiac operations, adventure activities)
The Working Conditions:
- 12-hour+ days
- 7-day work week
- Physically demanding sea conditions
- Potentially extreme and hazardous weather conditions
The Benefits:
- A unique and exciting opportunity to work in one of the world’s most pristine and remote environments, and the chance to experience the planet’s last true wilderness first-hand
- Attractive daily pay rate based on experience, hired as an independent contractor
- Complimentary room and board (shared accommodation) aboard one of our luxury vessels
- Travel and uniform expenses covered
- Complimentary laundry service on board
- Contribution towards certifications and training
- Being part of an international, experienced and enthusiastic Expedition Team
- Career development opportunities within the Polar adventure travel industry
If you are interested in this job opportunity, please email your resume to exp.opportunities@polar-latitudes.com. Please note: Only shortlisted applicants will be contacted