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A&K Guest Relations Specialist

4 months ago

Downers Grove, United States Crystal Cruises Full time
Job DescriptionJob Description

Position Summary

Ensure that all guest complaints are handled in a professional and timely manner which maximizes the likelihood that the business relationship will be maintained or enhanced while protecting the interest and reputation of A&K.

Responsibilities and Accountabilities

  • Ensure that all issues that arise while guests are traveling or upon return home are handled promptly
  • Advise the Department Manager of all guest/Travel Advisor issues of a serious or urgent nature in a timely fashion
  • Continuously monitor the Guest Relations email box, assign files, highlight problem areas, and note trends
  • Monitor the Guest Questionnaire email box, determine which issues require follow-up and action accordingly
  • Research/investigate all complaints with relevant parties (Travel Consultants, Managers, Product, DMC, and Third Party Vendors) to obtain relevant data to prepare an effective and prompt response
  • Recommend to the Manager fair and appropriate compensation, while maintaining budget goals, necessary to resolve guest concerns
  • Handle and ensure the efficient documentation of guest/Travel Advisor correspondence as well as all compensation financial figures for accurate reporting purposes
  • Research and provide necessary information to insurance companies for processing guest claims promptly
  • Attend QA meetings to review key trends with appropriate departments
  • Attend appropriate briefings and presentations to stay current with A&K destinations and products
  • Maintain a harmonious working relationship with personnel and overseas contacts
  • Maintain a team attitude and display a positive image of the department
  • Act as a backup to the front desk duties

Requirements

Skills and Abilities

  • Excellent verbal communication skills and phone etiquette
  • Ability to work in a high-pressure, high-stress environment
  • Superior customer-focused writing skills
  • Extraordinary customer service demeanour
  • Excellent organizational skills, attention to detail, and analytical skills required
  • Good judgment and problem-solving skills
  • Ability to work in a team environment
  • Intermediate to advanced computer skills required (Microsoft Office) and the ability to quickly master new technologies
  • Must be able to read/write/speak in English
  • Knowledge of world geography preferred

Education and Experience

  • Associate or Bachelor's degree or equivalent experience
  • Travel industry experience, international experience preferred

Special Requirements

  • Emergency Duty 24/7 phone coverage is required
  • Evening and weekend hours may be required
  • International travel may be required (and maintain a current passport)