Assistant Manager, Guest Services

Princess Cruises and Holland America Line; Alaska; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Travel - FREE CRUISE AFTER YOUR FIRST

Referral Program

Experience – Of a lifetime!

Rewards & Incentives

Community Service

Employee Activities

Professional Growth

Job summary

The Assistant Manager, Guest Services at Holland America Denali Lodge is a key leader in our hotel operations, overseeing the guest service desk and ensuring exceptional service to guests and staff.

You will supervise, train, and guide a team of Guest Service Supervisors and Representatives, coordinate with multiple departments, handle bookings, payments, refunds, and daily sales, while upholding company policies and safety standards.

Qualifications

• Must pass a pre-employment background check.
• Minimum age of 18 to reside in company housing, where available.
• Must be eligible to work in the United States; visa sponsorship is not provided.

Responsibilities

• Supervise, train, and provide performance guidance to staff including Guest Service Supervisors, Representatives, and luggage team.
• Provide excellent customer service and resolve guest issues within policy.
• Coordinate with multiple departments to process requests and accommodations.
• Create bookings, take payments, and process refunds for rooms, amenities, and tours.
• Process daily sales and oversee accounting procedures related to the guest service desk.
• Maintain records, reports, and files per policies and guidelines.
• Assist in generating sales for tours, retail, restaurant, amenities, and hotel rooms at locations.
• Answer calls and greet guests at the desk; manage inquiries professionally.
• Monitor alarms and communicate with guests and staff during emergencies.
• Keep work areas clean and organized.

Skills

Guest service

Team leadership

Communication

Problem solving

Time management

Tools

Booking systems

Job description

Assistant Manager, Guest Services

Department: Guest Services

Employment Type: Seasonal - Full Time

Location: Holland America Denali Lodge

Description

Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation.

The Guest Service Assistant 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 Assistant 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.

RESPONSIBILITIES

• Supervise, train, and give regular performance guidance to reporting staff including Guest Service Supervisors, Guest Service Representatives, and the luggage team.
• 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.

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).

KNOWLEDGE, SKILLS, & ABILITIES

• 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.

Benefits

• Travel - FREE CRUISE AFTER YOUR FIRST SEASON!
• Reward for Referral Program
• Experience – Of a lifetime!
• Rewards & Incentives
• Community Service
• Employee Activities
• Professional Growth

HAP Alaska Yukon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status.