at Crystal Cruises in Downers Grove, Illinois, United States
Job 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)
