Manager, Guest Services

Holland America Line Careers•Copper Center, AK

55d

About The Position

Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation. The Guest Services Manager will manage the guest services activities for the division. they will develop, implement and maintain procedures and policies within established Company guidelines, as well as, participate in the planning, development, and implementation of Passenger Services activities and programs. They will also carry out management responsibilities in accordance with the Company's policies, objectives and applicable government laws and regulations.

Requirements

Bachelor's degree or a demonstration of directly related work experience, which has provided an equivalent breadth, and depth of knowledge may be considered in lieu of the educational requirement.
Four years of progressively responsible positions in customer service operations.
Demonstrated supervisory experience in a business environment is required.
Proficiency in the use of computer business applications, with working knowledge of computerized reservations systems.
Must pass a pre-employment background check.
Minimum age of 18 years is required to reside in company housing, where available.
Must be eligible to work in the United States. Holland America-Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-2B status).

Nice To Haves

Ability to resolve complex customer service issues and respond effectively to sensitive inquiries and complaints.
Ability to clearly communicate, verbally and in writing, with all levels of employees, management, and customers.
Ability to organize and prioritize work, 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 and guidelines including support and comply with company health and safety standards.
Ability to stand/walk/work on feet for minimum of 8 hours per day.

Responsibilities

Manage the division's passenger services activities and operations.
Monitor passenger services activities to identify trends, make recommendations, amend, and implement procedures to increase sales and meet customer satisfaction goals.
Develop and implements departmental procedures and policies within established Company guidelines.
Apply knowledge of Company policies, procedures, customer service, sales, and operations.
Participate in the planning, development, and coordination of passenger services activities and programs; monitors, evaluates, and makes recommendations to increase sales and meet customer satisfaction goals and objectives.
Prepare reports and analysis and monitor's department's performance against established goals and objectives.
Assist in annual budget preparation and presentation.
Responsible for the employment, supervision, performance management, salary administration, discipline, and training of directly assigned personnel