Guest Relations Specialist

4 weeks ago

Wilton, United States Tauck Full time

Responsible for leading the resolution of all levels of inquiries, as well as the assignment of issues to various company individuals as needed. This position is considered the “front line” to guest and/or travel advisor inquiries with direct responsibility and oversight for effective timely resolution to ensure retention and increased propensity to travel. The Guest Relations Specialist provides direction and daily informational support on company-wide policies, practices and procedures both inter-departmentally and to outside Tauck travel partners. This position requires fluency in all Tauck Travel Products and assumes a facilitating collaborative role. The GR Specialist also provides analyses, and trending reports as needed on all tour products.

KEY RESPONSIBILITIES:

- Maintains a collaborative role working with various colleagues across the organization to resolve guests’ and/or travel agent issues that arise pre, post and on-tour
- Responsible for directing and coaching Tauck Directors on any guest issues on tour, including emergency assistance, evacuation, illness/injury and/or tour membership evaluations
- Responsible for all duties related to Tauck’s Protection Products, including but not limited to assistance with claims, support and knowledge of plan benefits
- Responsible for taking lead on individual guest emergencies & bringing complete resolution to “gifts” using company guidelines and own decision making skills
- Assist in balancing monthly goodwill budgets & the comment card process
- Assist in responding to guest testimonials
- Resolves tour incident reports that may require evaluation and proper company response
- Provides crisis assistance when required
- Provides report analysis as required
- Assist in full group process
- Lead resolution on all levels of inquiries
- Partake in weekly after hours support to assist guests and Tauck Directors with both emergency and non-emergency assistance and/or escalated issues that occur outside of Tauck’s normal business hours.
- Represents department in cross-departmental initiatives
- Must perform other duties and responsibilities as required.

KNOWLEDGE/SKILL REQUIREMENTS:

- Bachelor’s degree and two + years related experiences in customer service environment
- Strong interest in travel and guest satisfaction
- Effective problem solving techniques
- Thorough knowledge of computer skills in Excel, Access, PowerPoint and Word
- Proven abilities to function effectively in a teamwork environment with internal as well as external contacts
- Demonstrate comfort in dealing with guest issues
- Demonstrate ability to handle multiple responsibilities in fast paced environment
- Demonstrate ability to prioritize tasks while meeting deadlines
- Demonstrate ability to analyze and interpret information and report solution based findings
- Strong attention to detail, decision making skills and organizational skills
- Strong oral and written business communications skills to effectively communicate the Tauck brand
- Enthusiastic and Customer-oriented, committed to maintaining high standards of performance on the job; cooperates with others and helps foster a team environment
- Prior experience with tour operations highly preferred

Tauck is recognized as a world leader in deluxe escorted vacation tours; a fast growing company in a thriving industry. We offer more than 150 intriguing, all-inclusive vacations to the most popular worldwide destinations. These creative itineraries, with spectacular sightseeing and premium accommodations, are carefully choreographed to create enriching experiences and enlighten travelers interested in high quality, cultural vacations.

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