Supervisor, Guest Services

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

114d

About The Position

The Guest Service Supervisor oversees all 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 company’s overall goals. Supervisors also oversee, train, and guide reporting staff and help ensure that guest-service operations run smoothly.

Requirements

Proficiency in computer business applications, including working knowledge of computerized point-of-sale (POS) systems.
Three years of experience in positions involving customer service operations preferred.
Current, valid driver's license with a clean driving record; a Motor Vehicle Report (MVR) will be requested.
Meet the company's clean driver eligibility requirements.
Ability to lift 50 lbs/25 kg.
Pass a pre-employment background check.
Minimum age of 18 to reside in company housing, where available.
Commitment to delivering excellent customer service to guests, coworkers, and vendors.
Commitment to a diverse, equitable, and inclusive work environment.
Must be eligible to work in the United States; the employer cannot sponsor or take over sponsorship of employment visas at this time, such as 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.

Nice To Haves

Three years of experience in positions involving customer service operations.

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.
Coordinate passenger activities and services routinely.
Process daily sales and oversee accounting procedures related to the guest service desk.
Communicate and coordinate with multiple departments professionally 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.