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Guest Relations Manager
Location
United States
Posted
1 day ago
Salary
$60K - $70K / year
Seniority
Senior
Job Description
Guest Relations Manager
Lindblad Expeditions
• Serve as the first and primary point of contact for all post-trip guest feedback. • 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 troubleshoot 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. • View each complaint as an opportunity to exceed guest expectations and create loyalty to our brand. • Identify and prioritize high impact issues. • Assist with projects, as needed. • Other duties as required.
Job Requirements
- B.A./B.S. required.
- At least 5-10 years of work experience in guest relations/customer service, preferably in the luxury travel/expedition market.
- Proven experience handling guest complaints and service recovery.
- Strong analytical skills with experience interpreting survey data and performance metrics (Net Promoter Scores, Excellence Overall, and similar).
- Strong skills in time management, handling multiple tasks, setting priorities, and meeting deadlines.
- The ability to work independently as well as with others in a team environment.
- Ability to become a proficient user of the company’s various systems including: Seaware reservation system and Salesforce.
- Experience with survey platforms (e.g., InMoment, Forsta +, Qualtrics or other).
- Proficiency with Microsoft Office Word, Excel, and PowerPoint.
Benefits
- Travel benefits for employees and their family
- Voyage of Discovery trips for employees to travel as guests
- Health insurance including Medical, Dental, Vision
- 401(k) plan with employer match
- Long-Term Disability, Life & AD&D Insurance
- Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care
- Pre-Tax Commuter Benefit
- 7-8 Paid Holidays
- 1 Floating Holiday Options
- Up to 15 days of vacation (pro-rated per anniversary year)
- Parental Leave
- Sick/personal days per city & state ordinance
- Pet Insurance discount
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