Agent, Guest Service - Lead

Holland America/Princess Alaska-Yukon Land Operations•Anchorage, AK

118d•Onsite

About The Position

The Lead Guest Service Agent leads guest service tour-desk operations while providing excellent service to guests and employees. The role applies knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the company’s overall goals.

Requirements

Proficiency in computer business applications, with working knowledge of computerized point-of-sale (POS) systems.
Three years of experience in positions involving customer service operations preferred.
Current, valid driver's license with a clean driving record; a Motor Vehicle Report (MVR) will be requested.
Meet the company's clean driver eligibility requirements.
Able to lift 50 lbs/25 kg.
Pass a pre-employment background check.
At least 18 years old to reside in company housing, where available.
Dedicated to delivering excellent customer service to guests, coworkers, and vendors.
Committed to a diverse, equitable, and inclusive work environment.
Eligible to work in the United States; the company is unable to sponsor or take over sponsorship of employment visas at this time.
Able to organize and prioritize work, maintain attention to time constraints, and work in a team or group environment.
Able to work in a fast-paced environment with multiple tasks and external influences.
Able to work independently with minimal supervision while achieving daily goals.
Able to support and comply with company policies, procedures, guidelines, and health and safety standards.
Able to stand, walk, and work on feet for a minimum of eight hours per day.

Nice To Haves

Three years of experience in positions involving customer service operations.

Responsibilities

Provide excellent customer service; analyze guest situations, investigate problems, and determine solutions within company policies, procedures, and guidelines.
Routinely coordinate passenger activities and services.
Process daily sales and oversee accounting procedures related to the guest service desk.
Communicate and coordinate with multiple departments in a friendly and professional manner to process requests and accommodations.
Answer and redirect telephone calls as needed; greet and interact with guests at the desk or designated areas.
Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines.
Keep work areas organized, clean, and sanitized.