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A&K Guest Relations Specialist

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)

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Job Posting: JC254083881

Posted On: Jan 22, 2024

Updated On: Jul 05, 2024

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