Director, Guest Relations Jobs

Description
We invite you to explore Crystal, Exceptional at Sea. Crystal seeks an experienced Director of Guest Relations based in South Florida.
Job Summary
The Director of Guest Relations for Crystal will oversee the resolution of all levels of guest and/or agency inquiries to ensure retention while maintaining the interest and reputation of the organization. The Director will provide direction and daily informational support on company policies, practices, and procedures while leading loyalty initiatives to drive deeper engagement. In addition, this role oversees the strategy and ongoing management of customer feedback mechanisms designed to measure and generate customer experience insights for the business.
Responsibilities And Accountabilities

• Synthesize insights and conduct meaningful analysis of the data collected to keep executive leadership connected to the voice of the guest and provide recommendations.
• Oversee the efficient logging of guest/travel advisor correspondence as well as all compensation financial figures into various databases used.
• Maintain a close and harmonious working relationship with heads of all departments to efficiently handle any issues.
• Develop a concierge strategy to provide a personalized experience for Crystal Society tiers and ensure guests’ expectations are exceeded.
• Determine fair and appropriate compensation (if needed), while maintaining budget goals, necessary to resolve guest concerns.
• Exercise discretion and independent judgment with respect to all aspects of the job functions.
• Oversee that the content, sampling strategy, and reporting for Crystal Society relationship surveys and guest evaluations to ensure business needs are met.
• Schedule and attend quality assurance meetings with relevant departments to review key trends and recommend enhancements.
• Research/investigate all complaints with involved parties to obtain relevant data to prepare an effective and prompt response.
• Ensure that all guest complaints which arise (phone calls, online chat, emails, letters) are handled promptly in a professional and timely manner.
• Develop process for communicating all guest/travel advisor issues of a serious or urgent nature to senior management in a timely manner.
• Maintain a team attitude and display a positive image of the department.
• Showcase flexibility and adaptability, plus the ability to work under pressure.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
Work Environment
Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Traveling may be required.
Physical Demands
Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.
Expected Hours of Work
The position is fulltime and frequently requires working additional time outside of normal business hours.
Requirements
Education: 4-year degree from an accredited university
Experience: 10+ years of experience in guest services or guest relations within the hospitality or cruise industry
Skills/Qualifications:

• Able to develop specific goals and plans to prioritize, organize, and accomplish work.
• Proficiency in creating presentations and documenting workflows and decisions.
• Team player with a positive attitude who works well cross-functionally.
• Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority – start-up experience a plus.
• Resourceful, creative self-starter who takes initiative to learn processes and get things done with little supervision.
• Strong copywriting, editing and proofreading skills.
• Experience in consulting, coordination with IT/Data/Analytics teams, and relationship-building
• Must be highly detailed-oriented with strong organizational and follow-up skills.
• Demonstrated ability to conduct and engage in research with practical applications to business needs.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.