Supervisor, Guest Services

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

117d•Onsite

About The Position

The Supervisor, Guest Services oversees guest service desk operations at Holland America Denali Lodge and provides service to guests and employees. The role applies knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the company’s overall goals. It also supervises and guides staff, handles guest requests and issues, processes bookings and payments, supports sales and accounting, and coordinates responses to urgent or emergency incidents on property.

Requirements

Valid, non-suspended driver's license with fewer than three moving violations.
Must pass a pre-employment background check.
Must be eligible to work in the United States; employment visa sponsorship or takeover of sponsorship is unavailable.
Ability to organize and prioritize work, maintain attention to time constraints, and work 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; assess guest situations, investigate problems, and determine solutions within company policies, procedures, and guidelines.
Communicate and coordinate with multiple departments to process requests and accommodations in a friendly and professional manner.
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, restaurant, 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.