HAL Guest Relations Representative - REMOTE US
About The Position
Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. We’re looking for an amazing HAL Guest Relations Representative to fill this role. The Guest Relations Specialist serves as a key liaison between Holland America Line and its guests and travel professionals, ensuring a high standard of service and satisfaction. This role is responsible for researching and resolving inquiries, complaints, and praises received via various communication channels. The Specialist interprets and applies company policies, authorizes compensation when appropriate, and maintains strong relationships across internal and external stakeholders. By providing thoughtful and timely responses, the Specialist supports operational excellence and contributes to continuous improvement across guest-facing functions.
Requirements
- Minimum 1 year experience in contact center preferred
- Knowledge of Holland America Line product and computer applications
- Strong listening and verbal communication skills and remain calm under pressure
- Organizational and multitasking skills
- Ability to compose own correspondence
- Ability to maintain confidential information
- Preferred strong typing skills of 40+ wpm
Nice To Haves
- Preferred strong typing skills of 40+ wpm
Responsibilities
- Research guest and travel professional letters, e-mail, and phone calls received regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues.
- Interpret company policies regarding guest complaints to determine if compensation is warranted and authorize compensation when appropriate.
- Process responses for guest and travel professional feedback.
- Maintain relationships with travel professionals, management on board Holland America Line vessels, sales reps, and all internal and external customers.
- Identify problem areas both internally and externally for all products and work with appropriate personnel to resolve them.
- Any additional duties as assigned by supervisor.
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
