Manager, Guest Relations Jobs

Description

Job Summary

The Manager of Guest Relations for Crystal will manage the resolution of all levels of guest and/or agency inquiries to ensure retention while maintaining the interest and reputation of the organization. The Manager will provide support on company policies, practices, and procedures to drive deeper guest engagement. In addition, this role is a key position in the ongoing management of customer feedback mechanisms designed to measure and generate customer experience insights for the business.

Responsibilities And Accountabilities

• Research/investigate all complaints with involved parties to obtain relevant data to prepare an effective and prompt response.
• Manage the guest evaluations and ensure that data is appropriately recorded along with owning follow up on any outstanding concerns.
• Attend quality assurance meetings with relevant departments to review key trends and recommend enhancements.
• Drive and assist in developing processes for communicating all guest/travel advisor issues of a serious or urgent nature to senior management in a timely manner.
• Work closely with brand team to develop templates and communication tools that are in line with brand standards.
• Synthesize insights and conduct meaningful analysis of the data collected to keep senior leadership connected to the voice of the guest and provide recommendations.
• Contribute to the efficient logging of guest/travel advisor correspondence as well as all compensation financial figures into various databases used.
• Ensure that all guest complaints which arise (phone calls, online chat, emails, letters) are handled promptly in a professional and timely manner.
• Determine fair and appropriate compensation (if needed), while maintaining budget goals, necessary to resolve guest concerns.
• Maintain a close and harmonious working relationship with all departments to efficiently handle any issues.
• Showcase flexibility and adaptability, plus the ability to work under pressure.
• Exercise discretion and independent judgment with respect to all aspects of the job functions.
• Maintain a team attitude and display a positive image of the department.
• Lead and support various ongoing projects as well as manage daily tasks in an organized manner.

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. Temporary remote work 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: 5+ years of experience in guest services or guest relations within the hospitality or cruise industry, demonstrated experience leading projects/teams

Skills/Qualifications:

• Able to drive specific goals and plans to prioritize, organize, and accomplish work.
• Must be highly detailed-oriented with strong organizational and follow-up skills.
• Experience in consulting, coordination with IT/Data/Analytics teams, and relationship-building
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
• Strong copywriting, editing and proofreading skills.
• Proficiency in creating presentations and documenting workflows and decisions.
• Ability to assist by conducting and engaging in research with practical applications to business needs.
• 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.
• Team player with a positive attitude who works well cross-functionally.