Guest Relations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Become the Guest Relations Manager and act as the primary contact for all post-trip guest feedback.

• Feedback from guests can be collected via phone, email, letter, and electronic post-voyage surveys.

• The Guest Relations Manager connects frontline guest interaction with organization-wide guest experience analytics.

• Engage directly with guests to address concerns and improve overall satisfaction.

• Lead the assessment of post-trip guest feedback and performance metrics.

• Convert feedback into actionable insights and produce executive-level reports that guide strategic decisions throughout the organization.

• This role demands strong analytical abilities, experience in interpreting survey data and performance metrics, active listening skills, excellent interpersonal communication, attention to detail, and the capability to respond thoughtfully in a time-sensitive setting.

⛳️ Requirements

• A Bachelor’s degree (B.A./B.S.) is required.

• A minimum of 5-10 years of experience in guest relations or customer service, ideally within the luxury travel or expedition sector.

• Demonstrated experience in addressing guest complaints and executing service recovery.

• Strong analytical skills with a background in interpreting survey data and performance metrics (such as Net Promoter Scores and Excellence Overall).

• Excellent time management skills, capable of juggling multiple tasks, prioritizing effectively, and meeting deadlines.

• Ability to work both independently and collaboratively within a team.

• Must become proficient in the company’s various systems, including the Seaware reservation system and Salesforce.

• Familiarity with survey platforms (e.g., InMoment, Forsta +, Qualtrics, or others).

• Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.

🏝️ Benefits

• Travel benefits for employees and their families.

• Voyage of Discovery trips allowing employees to travel as guests.

• Comprehensive health insurance, including Medical, Dental, and Vision coverage.

• 401(k) plan with employer matching contributions.

• Long-Term Disability, Life, and AD&D Insurance.

• Flexible Spending Account (FSA) for out-of-pocket medical and dependent care expenses.

• Pre-Tax Commuter Benefit.

• 7-8 Paid Holidays.

• 1 Floating Holiday option.

• Up to 15 days of vacation (pro-rated per anniversary year).

• Parental Leave.

• Sick/personal days as per city and state regulations.

• Discount on Pet Insurance.