Guest Relations Manager

Key Responsibilities:

• Resolve all post-trip complaints to the satisfaction of the company and guests using Salesforce for case management.
• Own the analysis of post-trip survey data and identify high-impact issues for service recovery.
• Coordinate responses with department heads and view each complaint as an opportunity to exceed expectations.

Qualifications:

• B.A./B.S. required with 5-10 years of guest relations or customer service experience, preferably in luxury travel.
• Strong analytical skills with experience interpreting survey data (Net Promoter Scores, etc.) and performance metrics.
• Technical proficiency with Seaware, Salesforce, survey platforms, and Microsoft Office.

Compensation & Benefits:

• Annual salary range of $70,000 - $85,000 with a 5% bonus.
• Benefits include travel benefits, medical, dental, vision, 401(k) match, and up to 15 days of vacation.
• Parental leave, paid holidays, and flexible spending accounts are also offered.