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Spirit of Alaska Tours - Ketchikan

Reservations/Office Assistant

Title: Reservations/Office Assistant

Department: Tours

Reports to: Tour Manager

Job Summary

As a call agent, it your utmost responsibility to ensure timely and quality service to customers and agents calling into book a tour.  This responsibility includes diligently answering telephones, assisting all customers and coworkers while providing company product knowledge with thorough accuracy.  In addition to product knowledge this position requires knowledge and adherence to company safety procedures and requirements.  Multi-tasking is a necessity, as is a high level of stress management and competency in times of high volume calls and duties.

Summary of Essential Job Functions

  • Coordinate daily tour operations and activities
  • Responsible for taking reservations and booking passengers
  • Knowledgeable of all Spirit of Alaska tour products
  • Maintain contact with and cultivate a working relationship with agents, sites, and associates
  • Participate in all company training
  • Responsible for handling sensitive customer information
  • Diligently answer phones, assist passengers and book reservations in a professional manner
  • Communicate to passengers/agents, and tour coordinators any delays, weather changes, or cancellations of tours
  • Coordinating transportation pick-ups & drop-offs
  • Knowledgeable of tour routes, rates, and fares, destinations and general weather trends that effect tour quality
  • Ability to use all required company forms and comply with company procedures
  • Responsible for keeping work area clean
  • Other duties assigned by supervisor

Minimum Requirements

  • High School Diploma or equivalent
  • Speak fluent English and have excellent oral and written communication skills
  • Ability to complete multiple tasks
  • Excellent time management and organizational skills
  • Experience in tourism; cruise lines and associated industry preferred
  • Willingness and ability to take on the company’s obligation to each customer and agent
  • Must complete the company training and AK Host training program
  • Knowledge of software programs such as Word, Excel, and Outlook.
  • Must maintain professional appearance at all times and follow the company uniform policy
  • Ability to communicate and work as an effective team member

Physical Abilities Required

  • Able to work long hours and irregular shifts in a multi task environment

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This position description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.  Employees are subject to random drug tests.

Spirit of Alaska Tours