Holland America Jobs – Guest Communications Specialist

Job Description:

We’re looking for an amazing Guest Communications Specialist to fill this role, which is based in our Seattle office. You’ll be responsible for ensuring quality communication from the Guest Communications Department. This role must be available to participate in Emergency Response Operations stand-ups as needed and is responsible for deploying time-sensitive operational and incident communications while ensuring that communications are aligned with the Company’s strategy of maintaining the highest level of guest satisfaction, loyalty and operational requirements.

Job Responsibilities:

• Supporting other corporate communications activities on an as-needed basis.
• Participating in the departments on-call schedule to providing 24/7 support for communications needs in the event of irregular operations or incidents for the Holland America Group.
• Participating in the Emergency Response Operations (ERO) Brand Communications team on behalf of Guest Communications.
• Utilizing the MIR3 emergency notification tool to deploy targeted SMS (text) and phone communications to support brand initiatives and emergency communications needs.
• Creating and maintaining a letter template library for use by onboard teams.
• Designing, developing and implementing a system to document irregular operation communications protocols to ensure consistent brand communication and standards.
• Acting as a writer, editor and/or reviewer for corporate communications and staff responses to guests and travel advisors.
• Participating in HA Group training drills on behalf of Guest Communications. Maintaining emergency readiness including updating procedures manual and resource tools.
• Making recommendations to Senior Management for communications strategy and compensation based on historical incidents.
• Ensure HA Group Guest Relations templates remain on brand and align with shipboard and shoreside policies.
• Creating and updating essential guest and travel advisor notifications, including visa and document requirement notifications, to HA Group voyages in POLAR.
• Coordinating development and deployment of itinerary change notifications, redeployments, and voyage cancellations to guests and travel professionals.
• Acting as an Administrator and Trainer for OnDeck, the multi-brand incident logistics and communications management tool. Responsibilities include activating incidents, coordinating with Travel Services, Guest Services, and Product teams regarding guest arrangements, and creating and deploying personalized guest communications.

Job Requirements:

• Ability to work flexible schedules, after-hours or on weekends as needed.
• Operates with the highest level of integrity.
• Education:Bachelor’s degree in Business, Communications or a related field or equivalent experience
• Experience working directly with senior leadership.
• Exceptional attention to detail to ensure all communications align with corporate style.
• Ability to work in a multi-cultural environment including a sensitivity to cultural differences and diplomacy.
• Proficiency with all MS Office products.
• Excellent interpersonal and team-building skills with the ability to adapt to change.
• Creative, strategic thinker and writer with strong editing skills and a proven ability to create, own and execute comprehensive communication plans.
• Ability to manage crisis situations. Operates with a sense of urgency and is action-oriented.

Job Details:

Company:  Holland America Line

Vacancy Type:  Full Time

Job Location: Spokane, WA, US

Application Deadline: N/A

Apply Here

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