Agent, Guest Services

Anchorage, AK, USA|Travel, Onsite

Job Overview

Employment Type

Full-time

Seasonal

Work Schedule

Standard Hours

Benefits

Travel - FREE CRUISE AFTER YOUR FIRST SEASON

Reward for Referral Program

experience of a lifetime

rewards and incentives

Community service

Employee Activities

professional growth

Job Description

Holland America-Princess Alaska-Yukon Land Operations (HAP Alaska Yukon) is a renowned collaboration between Princess Cruises and Holland America Line, two of the most respected names in the cruise and tourism industry. With a strong focus on Alaska tourism, this company is dedicated to delivering exceptional travel experiences that showcase the natural beauty and unique adventures of Alaska and the Yukon. They are innovators in their field and passionate advocates for the environment, striving to offer guests adventure, comfort, and unforgettable memories whether sailing past majestic glaciers, enjoying cozy wilderness lodges, or spotting wildlife from a unique dome-window rail car. HAP Alaska Yukon not only prioritizes environmental sustainability through their "Sustain Alaska & the Yukon" program—actively engaging in recycling, waste reduction, and guest education on environmental commitment—but also fosters a work culture dedicated to excellence and inclusivity. Committed to a diverse, equitable, and inclusive workplace, they ensure a safe and rewarding environment for their employees and a memorable vacation experience for their guests.

The Guest Service Representative (GSR) role at Holland America-Princess Alaska-Yukon Land Operations is a vital position focused on the guest experience from the moment travelers arrive. Serving as a personal travel expert, the GSR is the welcoming face and helpful guide that assists guests in making the most of their vacation through providing information, solving problems, coordinating logistics, and facilitating unforgettable excursions. This role requires someone with strong customer service skills, attention to detail, and the ability to multitask in a fast-paced environment. GSRs are local insiders who share the best experiences, attractions, and knowledge about the region, ensuring guests create memories that last a lifetime. Responsibilities include handling various customer service tasks, coordinating reservations and special requests, assisting with luggage issues, and liaising between guests, multiple departments, management, and third-party vendors. The position also demands a commitment to company policies, health and safety standards, and excellence in customer care. With a strong emphasis on teamwork, integrity, performance, and innovation, this role offers a unique opportunity to be part of a team that transforms vacations into lifelong stories. Employment with HAP Alaska Yukon includes opportunities for professional growth, community involvement, and unique rewards such as a free cruise after your first season, underscoring the company's commitment to valuing their employees' dedication and contributions.

Job Requirements

Must pass a pre-employment background check
Must be 18 years of age 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)
One year of experience in positions involving customer service is preferred
Proficiency in computer business applications, with working knowledge of computerized reservation systems, is preferred
Dedicated to delivering excellent customer service to all guests, coworkers, and vendors

Job Qualifications

One year of experience in positions involving customer service is preferred
Proficiency in computer business applications, with working knowledge of computerized reservation systems, is preferred
Dedicated to delivering excellent customer service to all guests, coworkers, and vendors
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 bend, squat, and kneel as well as lift up to 55 lbs while demonstrating a safe technique
Ability to stand, walk, work on feet for a minimum of 8 hours per day

Job Duties

Perform a variety of moderately difficult customer service tasks
Apply knowledge of company products, services, and policies to evaluate customers' needs, provide information, and resolve complaints
Coordinate guest amenity requests, reservations, and special requests
Assist with luggage and unloading as well as assist guests with delayed luggage queries
Communicate, assist with queries, and coordinate on behalf of guests, employees, management, multiple departments, and third party vendors