Supervisor, Guest Services

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

117d

About The Position

The Supervisor, Guest Services oversees guest service tour-desk operations and provides excellent service to guests and employees. The role applies knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the overall goals of the company. It includes supervising and guiding staff, coordinating passenger services, handling sales and accounting procedures, communicating across departments, and maintaining an organized and sanitary work area.

Requirements

Proficiency in computer business applications, with working knowledge of computerized point-of-sale (POS) systems.
Three years of experience in positions involving customer service operations is preferred.
Current, valid driver's license with a clean driving record; a Motor Vehicle Report (MVR) will be requested.
Must meet the company's clean driver eligibility requirements.
Must be able to lift 50 lbs/25 kg.
Must pass a pre-employment background check.
Minimum age of 18 is required to reside in company housing, where available.
Dedicated to delivering excellent customer service to guests, coworkers, and vendors.
Dedicated commitment to a diverse, equitable, and inclusive work environment.
Must be eligible to work in the United States; the company is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-2B status).
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, or work on feet for a minimum of eight 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.
Routinely coordinate passenger activities and services.
Process daily sales and oversee accounting procedures related to the guest service desk.
Communicate and coordinate with multiple departments in a friendly and professional manner to process requests and accommodations.
Answer and redirect telephone calls as needed; greet and interact with guests at the desk or designated areas.
Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines.
Keep work areas organized, clean, and sanitized.