Guest Relations Manager
New
United StatesFull-TimeManager
Salary$70,000 - $85,000 a year
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Job Details
- Experience
- 5-10 years
- Required Skills
- Data AnalysisSalesforceCustomer serviceMicrosoft OfficeTime Management
Requirements
- B.A./B.S. degree required.
- At least 5-10 years of work experience in guest relations or customer service, preferably in luxury travel or expedition markets.
- Proven experience handling guest complaints and service recovery.
- Strong analytical skills with experience interpreting survey data and performance metrics such as Net Promoter Scores.
- Strong time management skills with the ability to handle multiple tasks and meet deadlines.
- Ability to work independently and in a team environment.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint).
- Experience with survey platforms such as InMoment, Forsta +, or Qualtrics.
- Ability to become a proficient user of Seaware reservation system and Salesforce.
Responsibilities
- Resolve all post-trip complaints to the company’s and the guest’s satisfaction.
- Use Salesforce for case management.
- Own the analysis of post-trip survey data.
- Assist the Director of Global Guest Services to trouble shoot and solve any complex guest issues.
- Assist the Director of Global Guest Services with service recovery initiatives.
- Work with Guest Relations Support Coordinator to review and respond to feedback.
- Ensure feedback is properly vetted internally.
- Coordinate responses with department heads from which any complaint derives.
- Identify and prioritize high impact issues.
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