Guest Relations Coordinator
Location
Downers Grove, IL | 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)
Job tags
Salary
