Guest Relations Manager

📋 Description

• Serve as the primary contact for post-trip guest feedback via phone, email, or survey.
• Bridge frontline guest relations with company-wide guest experience analytics.
• Engage guests to resolve concerns and enhance satisfaction.
• Lead the analysis of post-trip feedback and performance metrics.
• Deliver executive-level reporting to inform strategic decisions.

🎯 Requirements

• Education: B.A./B.S. required.
• 5-10 years in guest relations/customer service, luxury travel preferred.
• Proven experience handling guest complaints and service recovery.
• Strong analytical skills with experience interpreting survey data and metrics.
• Technical proficiency with Seaware and Salesforce.
• Experience with survey platforms such as InMoment, Forsta, Qualtrics.

🎁 Benefits

• Travel benefits for employees and 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) for out-of-pocket medical and dependent care.