HAL Guest Relations Representative

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 HAL Guest Relations 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 Line is looking for in its HAL Guest Relations Representative Is this you.

Responsibilities

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.
Interpret company policies regarding guest complaints to determine if compensation is warranted and authorize compensation when appropriate.
Process responses for guest and travel professional feedback.
Maintain relationships with travel professionals, management on board Holland America Line vessels, sales reps, and all internal and external customers.
Identify problem areas both internally and externally for all products and work with appropriate personnel to resolve them.
Any additional duties as assigned by supervisor.

Requirements

Minimum 1 year experience in contact center preferred
Knowledge of Holland America Line product and computer applications
Strong listening and verbal communication skills and remain calm under pressure
Organizational and multitasking skills
Ability to compose own correspondence
Ability to maintain confidential information
Preferred strong typing skills of 40+ wpm