Key areas

Specific activities

Measures

Guiding

ü  Lead tours and experiences around Vietnam

ü  Always greet all guests promptly and be punctual

ü  Delivering a unique, personalized experience to each guest

ü  Clearly and articulately provide information to guests in an engaging manner

ü  Demonstrate excellent knowledge of subject matter and area of guiding

ü  Remain calm, friendly, and enthusiastic always

ü  Deescalate any tension around any challenges

ü  Know all safety and security protocols, should they be needed

ü  Net Promoter Score

ü  Customer satisfaction

ü  Health and Safety

Logistics

ü  Ability to think and act quickly to change itinerary as required, for example in the case of bad weather

ü  Maintaining operational viability

ü  Providing feedback and suggested improvements to the operations and product teams

ü  Net Promoter Score

ü  Customer satisfaction

Problem Solving

ü  Addressing any issues or concerns from guests in a timely and effective manner

ü  Net Promoter Score

ü  Customer satisfaction

Essential Criteria

Desirable Criteria

Experience:

ü  Minimum 6 months guiding experience

ü  Good command of both written and spoken English

ü  High degree of customer service and satisfaction

ü  Experience in working under pressure / multi-tasking

ü  Experience in customer service

ü  Experience in public speaking

Qualifications:

ü  University graduates

ü  A-level in guiding/travel & tourism

Skills:

ü  Excellent communication skills

ü  The ability to engage with a wide range of people

ü  A natural hunger for knowledge and learning

ü  A calm, customer focused manner

ü  Confident

ü  Fluent in written and spoken English

ü  A second language is desirable, but not mandatory

ü  Flexible and able to work with uncertainties and changing priorities

ü  Ability to problem solve and make decisions

ü  Multi-tasking

ü  Excellent interpersonal and presentation skills across a variety of cultures

ü  A self-starter able to work independently

ü  Ability to work outside normal office hours

ü  Customer centric with commitment to high standards of service delivery

ü  High attention to detail & strong time/priority management skills

ü  Personally aligned with ViVu Journeys values

ü  A second language, ideally Dutch, French or German would be a bonus

Knowledge:

ü  Knowledge of guiding certain parts of Vietnam

Attributes:

ü  Hungry – self-motivated and diligent, constantly thinking about the next step and the next opportunity.

ü  Humble - quick to point out the contributions of others, share credit, emphasize team over self and define success collectively rather than individually.

ü  Smart - good judgment and intuition around the subtleties of group dynamics and guests, and the impact of your words and actions

ü  Flexible and able to work odd hours, with uncertainties/changing priorities and under pressure