Supervisor, Guest Services

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

109d•Onsite

About The Position

The Supervisor, Guest Services oversees guest service desk operations at Denali Princess Wilderness Lodge, providing excellent service to guests and employees. The role supports the overall goals of the company and applies knowledge of company products, optional tours, services, local information, policies, and procedures. It also involves supervising and guiding staff, assisting guests, coordinating requests across departments, processing bookings and transactions, and responding to urgent or emergency incidents on the property.

Requirements

Must pass a pre-employment background check.
Must be at least 18 years old to reside in company housing, where available.
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.
Must be able to lift 50 lbs.
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 stand, walk, and work on feet for a minimum of 8 hours per day.

Responsibilities

Supervise, train, and provide regular performance guidance to reporting staff.
Provide excellent customer service; analyze 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.
Create bookings, take payments, and process refunds for hotel rooms, amenities, and tours.
Process daily sales and oversee accounting procedures related to the guest service desk.
Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines.
Participate in generating sales for tours, retail, restaurants, amenities, and hotel rooms at designated locations.
Answer and redirect telephone calls as needed; 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 the property.
Keep work areas organized, clean, and sanitized.