Job Details

Guest Relations Representative

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 GuestRelations Representative to fill this role. The Guest Relations Specialist serves as a key liaison between Holland America Line and its guests and travel professionals, ensuring a high standard of service and satisfaction. This role is responsible for researching and resolving inquiries, complaints, and praises received via various communication channels. The Specialist interprets and applies company policies, authorizes compensation when appropriate, and maintains strong relationships across internal and external stakeholders. By providing thoughtful and timely responses, the Specialist supports operational excellence and contributes to continuous improvement across guest-facing functions. Here's a summary of what Holland America is looking for in its Guest Relations Representative.

Responsibilities:

• Process passenger responses to handle complaints.
• Maintain relationships with travel agents, management onboard vessels, sales reps and all internal and external customers.
• Research guest and travel professional letters, e-mail, and phone calls received regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues.
• Any additional duties or projects as assigned by supervisor.
• Identify problem areas both internally and externally for all products and work with appropriate personnel to resolve them.

Requirements:

• Contact Center or travel agent experience preferred.
• Proven telephone communication skills.
• Organizational skills and ability to compose own correspondence.
• Understanding of product and corporate policies.
• Familiar with POLAR.
• Must be able to multi-task.
• Strong typing skills 40 wpm (candidates will be tested).
• 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).
• This position is 100% fully remote, US only.
• (Please note we are not set up for remote work in AR, CA, DE, HI, ME, MN, NH, NY, OK, SD, VT, WA, WV and WY.)

Benefits:

• Cruise and Travel Privileges for You and Your family.
• Health Benefits.
• 401(k).
• Employee Stock Purchase Plan.
• Training & Professional Development.
• Tuition & Professional Certification Reimbursement.
• Base Salary 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 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. Holland 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 ...@hollandamericagroup.com.