HAP Sales Support Specialist

Anchorage, AK Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation. Holland America Line and Princess Cruises united as HAP-Alaska/Yukon Land Operations. We’re innovators in Alaska and Yukon tourism and advocates for the environment. Our team supports a combined fleet of ships sailing to Alaska each summer, operating lodges and hotels, luxury motor coaches and the largest domed rail cars in the world. Our guests experience both luxury and adventure that is truly unmatched.

We’re looking for an amazing Sales Support Specialist to fill this role, which is based in our Anchorage, AK office. You’ll be responsible for supporting multi-brand guest service operations and field teams by managing service inquiries, coordinating refund processes, and ensuring consistent application of brand standards. The position also oversees key administrative functions, including inbox management, training support, and seasonal program coordination, to deliver an exceptional guest experience and operational efficiency.

Here’s a summary of what Holland America Line and Princess is looking for in its Sales Support Specialist. Is this you?

Responsibilities:

• Provide expert guidance and resolution for multi-brand customer service issues to ensure a consistent guest experience.

Respond to and research guest inquiries, delivering timely and accurate support to field teams.

• Manage the Tour Services inbox year-round, prioritizing and addressing requests efficiently.
• Collaborate with brand partners to develop seasonal compensation grids and ensure accurate distribution to field teams.
• Prepare and issue guest service incident letters in accordance with brand standards and approved templates.

Requirements:

3+ years of experience in customer service operations or travel/tour industry. Excellent communication and interpersonal skills for cross-functional collaboration. Strong problem-solving and analytical abilities. Ability to manage multiple priorities in a fast-paced environment. High attention to detail and accuracy in documentation and processes.

Must be legally authorized to work in the United States. Holland America Line/Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Abilities, Knowledge, Skills:

Scope: The role spans multiple brands and interfaces with field management, customer service teams, and internal departments. It requires oversight of guest service processes, training programs, and operational workflows that impact both onboard and land-based experiences. Problem-solving: The position requires analytical and decision-making skills to resolve complex guest service issues, interpret brand policies, and troubleshoot operational challenges. The ability to research inquiries, identify root causes, and implement effective solutions is critical.

Impact: This role directly influences guest satisfaction and brand reputation by ensuring timely resolution of service issues and accurate execution of compensation and refund processes. Effective performance contributes to operational efficiency and positive customer experiences across all brands.

• Leadership: While not a direct people-management role, the position provides leadership through process guidance and cross-functional collaboration. It sets standards for service excellence and supports field teams in adhering to brand protocols.

Note: skills that are preferred are noted under requirements with the language “preferred”, travel and physical requirements, if needed, are also listed under the requirements.

What You Can Expect:

Cruise and Travel Privileges for You and Your family​ Health Benefits 401(k) Plan Employee Stock Purchase Plan

• Training & Professional Development

Tuition & Professional Certification Reimbursement Rewards & Incentives 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 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.

Americans with Disabilities Act (ADA) Holland America Line and 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: haphr@hagroup.com

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