Guest Relations Manager

📋 Description

• Manage post-trip guest feedback and resolve concerns.
• Analyze post-trip surveys and performance metrics.
• Deliver executive-level reporting to inform decisions.
• Interface with departments to address root causes and service recovery.
• Lead cross-functional collaboration within Guest Relations.
• Ensure timely, accurate responses and QA of feedback.

🎯 Requirements

• BA/BS degree required.
• 5–10 years in guest relations, luxury travel preferred.
• Proven experience handling guest complaints and recovery.
• Strong analytics with survey data and metrics (NPS, etc).
• Proficiency with Seaware and Salesforce.
• Experience with survey platforms (InMoment, Forsta, Qualtrics) and MS Office.

🎁 Benefits

• Travel benefits for employees and family
• Voyage of Discovery trips for employees
• Health insurance: Medical, Dental, Vision
• 401(k) plan with employer match
• Long-Term Disability, Life & AD&D Insurance
• Flexible Spending Account (FSA) and Pre-Tax Commuter Benefit