Supervisor, Guest Services

Holland America Line Careers•Trapper Creek, AK

65d•Onsite

About The Position

Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation. The Guest Service Managers are the ultimate problem-solvers and a vital position for our hotel operations. You will oversee all guest service desk operations while providing excellent service to our guests and employees. The Guest Service Manager will apply knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the overall goals of the company.

Requirements

Must pass a pre-employment background check.
Minimum age of 18 years is required to reside in company housing, where available.
Must be eligible to work in the United States. Holland America-Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-2B status).
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, and guidelines including support and comply with company health and safety standards.
Ability to stand/walk/work on feet for a minimum of 8 hours per day.

Responsibilities

Supervise, train, and give regular performance guidance to reporting staff.
Provide excellent customer service and analyze guest situations, investigate problems and determine solutions within company policies, procedures, and guidelines.
Communicates and coordinates with multiple departments in a friendly and professional manner to process requests and accommodations.
Create bookings, take payment, and process refunds for hotel rooms, amenities, and tours.
Process daily sales and oversee accounting procedures as they relate 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 re-direct 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 in the event of urgent and/or emergent medical and non-medical incidents on property.
Keep work areas organized, clean, and sanitized.