Ship and Shore Experience Specialist - REMOTE - US

Holland America Group•Seattle, WA

7d•$19 - $22•Remote

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 experienced Ship and Shore Experiences Specialist to fill this role. The Ship and Shore Experiences Specialist is responsible for managing gift orders, dining and dietary requests, shore excursions, onboard cabanas, and ancillary services. Organizing special/general requests, accessible shore excursions, and guest needs with the ship. The Ship and Shore Experiences Specialist will also manage incoming department emails, reports to the ship, and outbound calls to guests, travel advisors and internal agents for non-cruise services. Answer inbound ship services-related inquiries (dining, gifts, spa) for Holland America and shore excursion-related inquiries for Holland America Line and Seabourn as well as completing and confirming reservations.

Requirements

Previous sales experience required, preferably in the travel or hospitality industry.
2 years minimum experience in customer service
Strong verbal and written customer service skills
Must have a dedicated, quiet workspace in place of residence
Organizational skills with attention to detail
Ability to work independently, self-motivated
Knowledge of Holland American and Seabourn lines preferred
Strong knowledge of POLAR booking system, Outlook, Word, and Excel
Ability to work with individuals of various levels throughout the organization
Strong decision-making skills, ability to multi-task and work well under time constraints
Excellent attendance and punctuality

Nice To Haves

Knowledge of Holland American and Seabourn lines preferred

Responsibilities

Answer incoming telephone calls and accurately enter bookings into reservation systems according to company standards measured by Quality Assurance monitoring.
Responsible for maintaining knowledge of new products, technical requirements, promotions, policies, and procedures related to the department and the booking process.
Provide excellent customer service; research and answer all questions or concerns related to company product and/or specifically the customer's reservation while maintaining positive ongoing relationships.
Respond to daily inquires sent from various shipboard staff with a goal of maintaining a 24- hour response time.
Proactively assist with problems that might occur on a reservation; work with lead, supervisor, or other support departments to resolve the problem in a courteous/timely manner.
Assist accessible and non-accessible guests with planning shore excursions, shipboard needs, and requests. Adhere to the Americans with Disability Act – ADA laws in US ports of call. Direct communication both oral and written to guests, travel advisors, tour operators, land field offices and onboard teams about accessible guests’, shore/land excursions, and ship services item(s) related to a booking.
Assist with product inventory load for speciality/comp dining, onboard cabanas, perform pricing updates, changes to inventory counts by increase or reduction of for sale count.
Review dining waitlist status on a daily/weekly basis, process group dining forms to send to the ships and cross-reference guests in POLAR, as well as management of small groups in alternative dining venues.
Building or editing Special Service Item codes in Polar.
Answer/reply emails sent to our department inboxes. Uphold service levels for response time on call backs to guest(s) or travel advisor(s) including email communications received from internal and external customers.
Maintain bulk gift orders and Barkley’s Card Reward Program.
Assist with Best Price Guarantee Program submissions through an automated form, in secondary flow/MAST booking modules.
Proactively assist with shore excursion product inventory by communicating discrepancies relating to availability, pricing, and descriptions.
Maintain high ethical standards and professionalism while multitasking and prioritizing as necessary to meet guests’ needs.
Provide back-up assistance to fellow team members in their absence. Answer overflow calls related to cruise reservations, gift card support, and support departments when phones have a high hold time.
Adhere to required company initiatives such as information retention and mandatory training.
Assist on special projects as assigned by Supervisor or Lead.