Princess Cruises Lead Air Customer Service Agent in SEATTLE, Washington

Lead Air Customer Service Agent

Santa Clarita, California

We serve. We respect our team. We innovate. We are consistent. We are accountable. We do it right.

Holland America Group is currently searching for a highly motivated Lead Air Customer Service Agent who will provide support for air, hotel, and ground transportation arrangements for executive shipboard, seagoing staff, and VIP shoreside travelers. This includes quality control of air, hotel, and ground arrangements, support of the corporate travel booking tool (GetThere), communication with shipboard VIP travelers, and leading other Agents in booking reservations. This position reports to the Supervisor of Travel Services.

We welcome your interest in joining Holland America Group - a division of Carnival Corporation. 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). Holland America Group operates a combined total of 41 cruise ships with 36,000 employees worldwide. This position will be located in our Santa Clarita office.


  • Processes air travel for executive shipboard officers, VIP contractors, shoreside executives, authorized family members, and personal travel for executive shoreside employees

  • Administers hotel and ground transportation arrangements for shoreside executives, executive shipboard officers, and VIP contractors, including creation/communication of hotel and ground reservations

  • Answers phone calls and monitors e-mails for executive shoreside travelers (aka Corporate Travel), providing timely and accurate information. Finds the best combination of price, convenience, and comfort, and issues the resulting air tickets

  • Ensures VIP travelers have all travel arrangements made to their satisfaction, working directly with airlines and hotels to obtain VIP treatment

  • Leads Company Travel Agents in making travel reservations, keeping multiple projects organized, and communicating effectively to executive/VIP travelers

  • Communicates effectively with Agents, executives, coworkers, and management to reduce communication-related work errors

  • Provides cross-function support to Company Travel team as needed, ensuring that overall department needs are met when coverage is needed

  • Consistently delivers on commitments to external and internal customers to drive customer satisfaction

  • Responds to messages and requests promptly and professionally. Uses sound judgment to maintain confidentiality

  • Commits to continuously improving job performance; actively seeks opportunities for growth and accepts constructive criticism

  • Pays attention to detail and reviews work for accuracy and thoroughness

  • Adheres to established priorities to complete work by given deadlines

  • Follows instructions and responds to management’s direction in order to achieve desired outcomes

  • Brings critical information and issues to management’s attention before they affect productivity


  • This job normally requires a level of knowledge equivalent to that which would be acquired through the completion of high school or equivalent certification OR any combination of experience, training, or education

  • This job normally requires 10 years of related experience in a travel agency, airline or wholesale travel agency

  • Ability to communicate effectively (verbally and written) with shoreside and shipboard executives, travel suppliers, port agents, crew, employees, other departments, and management

  • Proficient in the use of computer business applications with working knowledge of Sabre travel applications

  • Excellent phone customer service skills

  • Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing

  • Knowledge of Excel

  • Knowledge of MAPS


  • 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 75% with a maximum of $2000 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 Princess University courses on professional development

  • Rewards & Incentives - Employee Recognition and Reward Programs; rideshare, financial commuter incentives and free parking; 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.