Job Description

Manager, Guest Services (Hybrid)

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

The Denali Princess Wilderness Lodge is looking for a Manager, Guest Services. This position is fast-paced and requires daily creative problem-solving, multitasking, collaboration, and communication with multiple departments. This person will oversee all aspects of the Guest Service and Retail departments including communication, reports, manifests, sales, and guest satisfaction while recommending strategies to increase sales and customer satisfaction including implementing approved plans. This person will also support, monitor, and manage employees with responsibilities in Guest Service and Retail departments including the discipline and training of directly assigned personnel.

Responsibilities:

• Manages Guest Service Desk and Retails operations. Responsible for the customer service delivery systems, guest services, customer service, and safety training programs, scheduling employees based on guest flows, and financial accountability of departments.
• Communicates and collaborates with the hotel, transportation, and rail department managers, third-party vendors, and staff to deliver a consistent, smooth, and continuous level of customer service throughout the operation months and strives to improve customer satisfaction ratings and increase sales.
• Participates in sourcing, interviewing, selection, and training of departmental and seasonal employees.
• Assists with Human Resources responsibilities and the administering of payroll.
• Monitors customer service reports, guest key distribution, guest welcome envelopes, guest evaluations, pre-book, OTC, and rail block tour sales and guests’ comments and takes appropriate action to improve customer satisfaction, and ratings and to increase sales.
• Performs Manager on Duty functions and responsibilities.
• Assists in the preparation of the department labor budget completes all departmental orders needed and oversee inventory controls.
• Carries out management responsibilities in accordance with the Company’s policies, objectives, and applicable government laws and regulations.
• Participates and supports employee activities, assists with hotel social media, and monitors and replies to guests’ comments and requests through third-party booking systems.
• Monitors Expedia and Vertical booking engines for proper reservation input.
• Ensures Seabourn and other key accounts arrivals are completed based on brand specifications.
• Ensures rail block, rail sales, and rail reciliation are completed daily during the operational season.
• Other duties as assigned.

Requirements:

• High School diploma or equivalent certification is required. This job normally requires a professional level of knowledge equivalent to that which would be acquired through the completion of an Bachelor’s degree in a related field (Hospitality, Park and Recreation etc.). Demonstration of directly related work experience may be considered in lieu of the educational requirement.
• Minimum of two years experience in a hospitality setting and/or a remote or seasonal operation is preferred.
• Minimum of two years experience of Microsoft Office is required.
• Proficiency in the use of hotel Property Management System (PMS) is required. Working knowledge of computerized accounting and payroll systems.
• Past experience leading and/or supervising teams is preferred.
• Must be able to travel up-to 25%
• Must be able to lift in excess of 50 lbs.
• Ability to stand on feet for long periods of time.
• Must be able to work beyond normal business hours and/or on weekends which may be required occasionally to support business needs, projects or operations
• Must pass a pre-employment background check.
• Must be eligible to work in the United States.

Skills, Knowledge, and Abilities:

• The ability to prioritize work, and maintain attention to time constraints, while working in a team or group environment.
• You must have the ability to organize work, meet deadlines, maintain attention to detail and accuracy, and supervise and manage staff and guests’ requests/inquiries.
• The ability to work in a fast-paced environment with multiple tasks and external influences.
• The ability to clearly communicate verbally and in writing with all levels of employees, management, and guests.
• The ability to work independently with minimal supervision while achieving daily goals.
• Demonstrate an ability to maintain confidentiality.
• Ability to communicate, coordinate and collaborate with multiple departments, management, and staff.
• Ability to support and comply with company policies, procedures, and guidelines including support and compliance with company health and safety standards.

Benefits

• Cruise and Travel Privileges for you and your family
• Health Benefits
• 401(k) Plan Employee Stock Purchase Plan
• Training & Professional Development
• Rewards & Incentives

Our Culture…Stronger Together:

Our highest responsibility, and therefore our top priorities, are always compliance; environmental protection; and the health, safety, and well-being of our guests, the people in places we visit, and our Carnival family, both shoreside, and shipboard. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement, and Core Values at: https://www.princess.com/aboutus/culture-framework/.

Holland America Line and Princess are equal-opportunity employers. 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.