Guest Service Agent - Lead

Princess Cruises and Holland America Line; Anchorage (AK); On-site; USD 37,000 - 45,000; Full time

Benefits offered by this job

Travel - cruise benefits

Job summary

Princess Cruises and Holland America Line is seeking a Lead Guest Service Agent in Anchorage to supervise the guest service desk operations during the season and ensure outstanding service for guests and crew. This role emphasizes problem-solving, knowledge of tours, local information, and company policies while supporting the company’s goals.

Responsibilities include handling guest scenarios, coordinating passenger activities, processing daily sales, and collaborating with other departments.

Qualifications

• 3 years of experience in customer service operations (preferred).
• Valid driver's license with clean driving record.

Responsibilities

• Provide excellent customer service and analyze guest situations, investigate problems, and determine solutions within company policies.
• Routinely coordinates passenger activities and services.
• Process daily sales and oversee accounting procedures as they relate to the guest service desk.
• Communicate and coordinate with multiple departments to process requests and accommodations.
• Answer and re-direct telephone calls; greet guests at the desk or designated areas.
• Maintain records, reports, logs, and files per company policies.
• Keep work areas organized, clean, and sanitized.

Skills

Customer service

POS systems

Time management

Tools

POS systems

Job description

Guest Service Agent - Lead

Department: Guest Services

Employment Type: Seasonal - Full Time

Location: Anchorage Transportation and Guest Services

Description

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

Responsibilities

• Provide excellent customer service and analyze guest situations, investigate problems, and determine solutions within company policies, procedures, and guidelines.
• Routinely coordinates passenger activities and services.
• Process daily sales and oversee accounting procedures as they relate to the guest service desk.
• Communicates and coordinates with multiple departments in a friendly and professional manner to process requests and accommodations.
• Answer and re-direct 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.

Requirements

• Proficiency in the use of computer business applications, with working knowledge of computerized point of sales (POS) systems.
• Proficiency in the use of computer business applications.
• Three (3) years of experience in positions involving customer service operations preferred.
• Current, valid driver's license, with clean driving record. Motor Vehicle Report (MVR) will be requested.
• Must meet 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 years required to reside in company housing, where available.
• Dedicated to delivering excellent customer service to all guests, coworkers, and vendors.
• Dedicated commitment to a diverse, equitable and inclusive work environment.
• 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, 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 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.