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Supervisor, Air Customer Service

The Holland America Group, Seabourn, P&O Australia, Carnival Corp. |  Santa Clarita CA 91355 USA | Full Time |  Posted: 12/02/2019

Job Descriptiontop

The Holland America Group is currently searching for a highly motivated Supervisor, Air Services who will be responsible for training new staff along with recurrent training of existing staff to ensure our internal and external customers receive quality service. Reporting directly to Manager, Air Customer Service, this person will supervise and monitor the performance of Air agents in various groups consisting of eZAir Desk, Corporate, Crew and Personal Travel as well as Cunard Air Operations to ensure proper delivery of Air customer service.

We welcome your interest in joining the Holland America Group - a division of Carnival Corp. The Holland America Group includes Holland America Line and Seabourn (both headquartered in Seattle, Washington), Princess Cruise Lines (headquartered in Santa Clarita, California), and P&O Australia (headquartered in Sydney). The Holland America Group operates a combined total of 41 cruise ships with over 36,000 employees worldwide. This position will be located in our Santa Clarita, CA offices.


  • Supervise Agent's daily service delivery and performance.
  • Monitor booking and ticketing functions to ensure timely and accurate processing.
  • Track phone stats via Avaya daily making adjustments to ensure proper service levels are maintained.
  • Meets with staff once a month to communicate and identify department needs. Delegates work load to maximize resources.
  • Ensures full compliance of travel policies and procedures on a daily basis.
  • Communicates updates with Travel Link, POLAR/eZAir and QIK tools.
  • Expresses needs and makes recommendations regarding booking and ticketing procedures using the most cost efficient methods.
  • Conducts weekly staff meetings with direct reports to discuss customer service improvements.


  • Associate degree or equivalent work experience in lieu of education requirements.
  • At least 3 years' experience in a position dealing with air services.
  • 3-5 years supervisory experience.
  • Proficiency in the use of computer business applications, QIK, MAPS, POLAR, InfoComand, SABRE or other Global Distribution Software.


  • Flexible Work Schedule! 9/80 alternative workweek schedule providing each employee with one (1) weekday off every two weeks.
  • Time off benefits - 8 paid holidays, paid vacation, bonus vacation time and paid sick time
  • Travel - Cruise and Travel Privileges for you and your family
  • Health - Complete benefit plans including medical, dental, vision and flexible spending accounts
  • Wellness - Health and wellness programs include, onsite exercise classes, onsite nutrition and lifestyle classes and discounted gym memberships
  • Tuition Reimbursement - up to 80% with a maximum of $3000 per year
  • 401(k) - Company match up to 6% of salary at 50% for the first 5 years and 100% thereafter
  • Employee Stock Purchase Plan - up to a 15% discount off of FMV of CCL stock
  • Training - In-house Discover University courses on professional development
  • Rewards & Incentives - Employee Recognition and Reward Programs; rideshare, financial commuter incentives and free parking; special employee discounts for banking services and retail stores

Next Steps… Apply today and set sail on an exciting new career course! Our goal is to be the number one cruise and cruise-tour provider. To make that happen, we need qualified, top-notch team members. If you’re looking to get your talent noticed, apply today! Our application process is quick and easy: 
Apply online at Enter the job title into the keyword search to access the job. If you are already on the Princess Cruises website be sure to create a profile and then apply directly to your specific job.

Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status.

Job Detailstop

Location Santa Clarita, CA, 91355, United States
Industry Sectors Cruise
Function Travel Agent

Location Maptop

Contact Informationtop

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Job Code req12040