Job Description

Princess Cruises, Holland America Line, Seabourn and P&O Cruises Australia, united as Holland America Group, offering world-renown vacations at sea to travelers around the globe, are building a dynamic, unified organization to serve its highly experienced teams in both our corporate offices and on board our ships.

We’re looking for an amazing Guest Hotel Customer Service Specialist to fill this role. You’ll be responsible for improving and maintaining all customer service channels for the Pre/Post Guest Hotel program for Princess Cruises, Holland America Line, and Seabourn Cruise Line. This includes building and maintaining accurate information about each hotel and making them available to call center, website, and sales teams. This position will use various channels, including phone, e-mail, and chat to answer questions from the call center, guests, travel agents, and sales teams in a timely manner. This position will also be the first point of contact to resolve any customer service failures.

Here’s a summary of what Holland America Group is looking for in its Guest Hotel Customer Service Specialist. Is this you?

Responsibilities

• Guest Hotel inventory management – monitor sales levels and at the appropriate times request additional rooms from hotels, seeking new/different hotels as needed, or release unnecessary rooms to avoid financial penalties or paying for unused rooms.
• Active customer service – monitor and respond to questions from various sources (call center, guests, travel agents, sales) and through various channels (phone, e-mail, chat) on questions related to the Pre/Post Guest Hotel program.
• Create awareness – create, maintain, and post information about specific guest hotels so that internal call center and sales teams can find information, and guests can learn about the program and specific hotels on brand websites.
• Resolve customer service failures – partner with call center, sales, and ships to resolve any customer service failures related to Guest Hotels. This may require booking new hotels or determining the appropriate amount and method of compensation.
• Track customer service issues by location and provide feedback to commercial teams and hotel sourcing as input into future decisions.
• Ship incidents – work with Guest Communications to ensure that any last-minute hotel locations and details are communicated to impacted guests.

Requirements

• Business Administration or Hospitality management experience preferred
• Minimum 3-5 years of experience in customer service, hotel or analysis work
• Proven track record in operational responsibilities
• Proficient in Word and Excel
• Understanding of document sharing tools such as through Sharepoint and Teams.
• Able to work independently
• Experience with direct customer service in the travel industry or for high-value luxury brands
• Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Please note that this position can be 100% fully remote, US only

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $18.32 to $24.71. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Holland America Group/ Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America Group/ Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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