Position Summary

Ensure that all guest complaints are handled in a professional and timely manner which maximizes the likelihood that the business relationship will be maintained or enhanced while protecting the interest and reputation of A&K.

Responsibilities and Accountabilities

• Ensure that all issues that arise while guests are traveling or upon return home are handled promptly
• Advise the Department Manager of all guest/Travel Advisor issues of a serious or urgent nature in a timely fashion
• Continuously monitor the Guest Relations email box, assign files, highlight problem areas, and note trends
• Monitor the Guest Questionnaire email box, determine which issues require follow-up and action accordingly
• Research/investigate all complaints with relevant parties (Travel Consultants, Managers, Product, DMC, and Third Party Vendors) to obtain relevant data to prepare an effective and prompt response
• Recommend to the Manager fair and appropriate compensation, while maintaining budget goals, necessary to resolve guest concerns
• Handle and ensure the efficient documentation of guest/Travel Advisor correspondence as well as all compensation financial figures for accurate reporting purposes
• Research and provide necessary information to insurance companies for processing guest claims promptly
• Attend QA meetings to review key trends with appropriate departments
• Attend appropriate briefings and presentations to stay current with A&K destinations and products
• Maintain a harmonious working relationship with personnel and overseas contacts
• Maintain a team attitude and display a positive image of the department
• Act as a backup to the front desk duties