Supervisor, Guest Services

Princess Cruises and Holland America Line; Alaska; On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Travel - FREE CRUISE AFTER FIRST SEAS0

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 Supervisor, Guest Services at Mt. McKinley Princess Wilderness Lodge for a seasonal full-time role.

The position oversees the guest service desk, ensuring exceptional service for guests and employees while aligning with company policies and procedures. The role requires supervising staff, handling bookings and payments, and coordinating with departments to fulfill guest requests.

Qualifications

• Experience supervising a guest services desk or front desk staff.
• Ability to analyze guest situations and provide solutions within policies.
• Strong customer service and communication abilities.

Responsibilities

• Supervise, train, and give regular performance guidance to staff.
• Provide excellent customer service and resolve guest issues per policies.
• Coordinate with multiple departments to process requests and accommodations.
• Create bookings, take payments, and process refunds for rooms and tours.
• Process daily sales and supervise related accounting procedures.
• Maintain records and files in line with policies.
• Assist in generating sales for tours, retail, and hotel services.
• Answer calls, greet guests, and manage desk interactions.
• Monitor alarms and communicate with guests and staff during incidents.
• Keep work areas clean and sanitized.

Skills

Supervisory experience

Customer service

Communication

Teamwork

Time management

Job description

Supervisor, Guest Services

Department: Guest Services

Employment Type: Seasonal - Full Time

Location: Mt. McKinley Princess Wilderness Lodge

Description

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.

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.

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

• 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.

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.