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Job Description

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We’re looking for an amazing Ship and Shore Experiences Specialist to fill this role. You’ll be responsible for managing gift orders, dining and dietary requests, shore excursions, onboard cabanas, and ancillary services. Organizing special/general requests, accessible shore excursions, and guest needs with the ship. The Ship and Shore Experiences Specialist will also manage incoming department emails, reports to the ship, and outbound calls to guests, travel advisors and internal agents for non-cruise services. Answer inbound ship services-related inquiries (dining, gifts, spa) for Holland America and shore excursion-related inquiries for Holland America Line and Seabourn, as well as completing and confirming reservations.

Here’s a summary of what Holland America Line is looking for in its Ship and Shore Experiences Specialist. Is this you?

Responsibilities:

Answer incoming telephone calls and accurately enter bookings into reservation systems according to company standards measured by Quality Assurance monitoring.

Responsible for maintaining knowledge of new products, technical requirements, promotions, policies, and procedures related to the department and the booking process.

Provide excellent customer service; research and answer all questions or concerns related to company product and/or specifically the customer's reservation while maintaining positive ongoing relationships.

Respond to daily inquires sent from various shipboard staff with a goal of maintaining a 24- hour response time.

Proactively assist with problems that might occur on a reservation; work with lead, supervisor, or other support departments to resolve the problem in a courteous/timely manner.

Assist accessible and non-accessible guests with planning shore excursions, shipboard needs, and requests. Adhere to the Americans with Disability Act – ADA laws in US ports of call. Direct communication both oral and written to guests, travel advisors, tour operators, land field offices and onboard teams about accessible guests’, shore/land excursions, and ship services item(s) related to a booking.

Assist with product inventory load for specialty/comp dining, onboard cabanas, perform pricing updates, changes to inventory counts by increase or reduction of for sale count.

Review dining waitlist status on a daily/weekly basis, process group dining forms to send to the ships and cross-reference guests in POLAR, as well as management of small groups in alternative dining venues.

Building or editing Special Service Item codes in Polar.

Answer/reply emails sent to our department inboxes. Uphold service levels for response time on call backs to guest(s) or travel advisor(s) including email communications received from internal and external customers.

Maintain bulk gift orders and Barkley’s Card Reward Program.

Assist with Best Price Guarantee Program submissions through an automated form, in secondary flow/MAST booking modules.

Proactively assist with shore excursion product inventory by communicating discrepancies relating to availability, pricing, and descriptions.

Maintain high ethical standards and professionalism while multitasking and prioritizing as necessary to meet guests’ needs.

Provide back-up assistance to fellow team members in their absence. Answer overflow calls related to cruise reservations, gift card support, and support departments when phones have a high hold time.

Adhere to required company initiatives such as information retention and mandatory training.

Assist on special projects as assigned by Supervisor or Lead.

Report any technical issues relating to booking gifts, dining, spa, shore, and land excursions.

Review any accounting issues relating to secondary flow purchases, or onboard cabanas, special service revenue confirmations reported by guest(s) or travel advisor. All non-resolved accounting items will result in escalation to lead and/or supervisor.

Please note: The working hours for this position will be Monday through Friday 8:30 AM - 5 PM PT.

Requirements:

Previous sales experience required, preferably in the travel or hospitality industry.

2 years minimum experience in customer service

Strong verbal and written customer service skills

Must have a dedicated, quiet workspace in place of residence

Organizational skills with attention to detail

Ability to work independently, self-motivated

Knowledge of Holland American and Seabourn lines preferred

Strong knowledge of POLAR booking system, Outlook, Word, and Excel

Ability to work with individuals of various levels throughout the organization

Strong decision-making skills, ability to multi-task and work well under time constraints

Excellent attendance and punctuality

Please note that this position can be 100% fully remote, US Only (please note that Holland America Line is not setup to hire anyone in the following states: AR, DE, HI, ME, MN, MS, NE, NH, OK, SD, VT, WV, WY)

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: $16.35 to $22.07. 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.hollandamerica.com/en_US/our-company/mission-values.html

Holland America 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 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

#HAL