Manager, Guest Services

Princess Cruises and Holland America Line; Alaska; On-site; USD 55,000 - 85,000; 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

Princess Cruises and Holland America Line is seeking a Guest Services Manager for Kenai Princess Wilderness Lodge. This seasonal full-time role leads the Guest Services division, develops procedures, and coordinates Passenger Services programs to enhance guest satisfaction and drive sales while ensuring compliance with company policies and applicable laws.

Responsibilities include supervising staff, monitoring service performance, preparing reports, assisting in budgeting, and aligning

Qualifications

• Bachelor’s degree or equivalent work experience.
• Four years of progressive customer service roles.
• Demonstrated supervisory experience in a business environment.
• Proficiency with computer applications and reservations systems.
• Ability to pass a pre-employment background check.
• Must be eligible to work in the United States and reside where housing is available.

Responsibilities

• Manage the division’s passenger services activities and operations.
• Monitor trends to identify trends, make recommendations, amend, and implement procedures to increase sales and meet customer satisfaction goals.
• Develop and implement departmental procedures and policies within established Company guidelines.
• Apply knowledge of Company policies, procedures, customer service, sales, and operations.
• Participate in the planning, development, and coordination of passenger services activities and programs; monitors, evaluates, and makes recommendations to increase sales and meet customer satisfaction goals and objectives.
• Prepare reports and analysis and monitor’s department’s performance against established goals and objectives.
• Assist in annual budget preparation and presentation.
• Responsible for the employment, supervision, performance management, salary administration, discipline, and training of directly assigned personnel

Skills

Customer service

Supervisory experience

US work eligibility

Communication skills

Education

Bachelor's degree or equivalent

Tools

Reservations systems

Computer software

Job description

Manager, Guest Services

Department: Guest Services

Employment Type: Seasonal - Full Time

Location: Kenai Princess Wilderness Lodge

Description

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

The Guest Services Manager will manage the guest services activities for the division. they will develop, implement and maintain procedures and policies within established Company guidelines, as well as, participate in the planning, development, and implementation of Passenger Services activities and programs. They will also carry out management responsibilities in accordance with the Company’s policies, objectives and applicable government laws and regulations.

RESPONSIBILITIES

• Manage the division’s passenger services activities and operations.
• Monitor passenger services activities to identify trends, make recommendations, amend, and implement procedures to increase sales and meet customer satisfaction goals.
• Develop and implements departmental procedures and policies within established Company guidelines.
• Apply knowledge of Company policies, procedures, customer service, sales, and operations.
• Participate in the planning, development, and coordination of passenger services activities and programs; monitors, evaluates, and makes recommendations to increase sales and meet customer satisfaction goals and objectives.
• Prepare reports and analysis and monitor’s department’s performance against established goals and objectives.
• Assist in annual budget preparation and presentation.
• Responsible for the employment, supervision, performance management, salary administration, discipline, and training of directly assigned personnel

REQUIREMENTS

• Bachelor’s degree or a demonstration of directly related work experience, which has provided an equivalent breadth, and depth of knowledge may be considered in lieu of the educational requirement.
• Four years of progressively responsible positions in customer service operations.
• Demonstrated supervisory experience in a business environment is required.
• Proficiency in the use of computer business applications, with working knowledge of computerized reservations systems.
• 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 resolve complex customer service issues and respond effectively to sensitive inquiries and complaints.
• Ability to clearly communicate, verbally and in writing, with all levels of employees, management, and customers.
• 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.