Agent, Guest Services

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

114d

About The Position

The Agent, Guest Services welcomes guests and serves as a local travel resource, answering questions, resolving problems, and helping guests select excursions. The role performs moderately difficult customer service tasks and uses knowledge of company products, services, and policies to assess guest needs, provide information, and resolve complaints. It coordinates guest amenities, reservations, and special requests; assists with luggage and delayed-luggage inquiries; and communicates and coordinates on behalf of guests, employees, management, other departments, and third-party vendors.

Requirements

One year of experience in positions involving customer service is preferred.
Proficiency in computer business applications and working knowledge of computerized reservation systems are preferred.
Must pass a pre-employment background check.
Must be at least 18 years of age to reside in company housing, where available.
Dedicated to delivering excellent customer service to guests, coworkers, and vendors.
Must be eligible to work in the United States; the employer is unable to sponsor or take over sponsorship of employment visas at this time.
Ability to organize and prioritize work and maintain attention to time constraints while working in a team or group environment.
Ability to work in a fast-paced environment with multiple tasks and external influences.
Ability to work independently with minimal supervision while achieving daily goals.
Ability to support and comply with company policies, procedures, guidelines, and health and safety standards.
Ability to bend, squat, and kneel, and lift up to 55 pounds using safe technique.
Ability to stand, walk, or work on one's feet for a minimum of eight hours per day.

Nice To Haves

One year of experience in positions involving customer service.
Proficiency in computer business applications.
Working knowledge of computerized reservation systems.

Responsibilities

Perform a variety of moderately difficult customer service tasks.
Apply knowledge of company products, services, and policies to evaluate customer needs, provide information, and resolve complaints.
Coordinate guest amenity requests, reservations, and special requests.
Assist with luggage and unloading, and assist guests with delayed-luggage queries.
Communicate, assist with queries, and coordinate on behalf of guests, employees, management, multiple departments, and third-party vendors.