Agent, Guest Services

Holland America/Princess Alaska-Yukon Land Operations•Denali National Park, AK

109d

About The Position

Guest Service Representatives serve as greeters, problem-solvers, and sales representatives at their work location. They provide excellent service and use knowledge of company products, optional tours, services, local information, policies, procedures, and guidelines to assist guests and employees. They support company goals and help create a positive experience for visitors while sharing the local setting with guests.

Requirements

Must pass a pre-employment background check.
Must be eligible to work in the United States; employment visa sponsorship is not available.
Ability to organize and prioritize work and maintain attention to time constraints 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 stand, walk, or work on feet for a minimum of 8 hours per day.

Responsibilities

Provide excellent customer service; assess guest situations, investigate problems, and determine solutions within company policies, procedures, and guidelines.
Communicate and coordinate with multiple departments in a friendly and professional manner to process requests and accommodations.
Apply knowledge of company products, tours, services, and operations to enhance the vacation and work experience for guests and employees.
Create bookings, take payments, and process refunds for hotel rooms, amenities, and tours.
Process daily sales and complete accounting duties.
Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines.
Deliver messages and amenities, assist with luggage, and run errands based on guest and company needs, as needed.
Help generate sales for tours, retail, restaurant, amenities, and hotel rooms at designated locations.
Answer and redirect telephone calls as needed, and greet and interact with guests at the desk or designated areas.
Monitor alarms and communicate with guests, employees, security, management, and emergency personnel during urgent or emergent medical and non-medical incidents on property.
Keep work areas organized, clean, and sanitized.