Manager, Guest Services

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).

• 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