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

Skills and Abilities

• Excellent verbal communication skills and phone etiquette
• Ability to work in a high-pressure, high-stress environment
• Superior customer-focused writing skills
• Extraordinary customer service demeanour
• Excellent organizational skills, attention to detail, and analytical skills required
• Good judgment and problem-solving skills
• Ability to work in a team environment
• Intermediate to advanced computer skills required (Microsoft Office) and the ability to quickly master new technologies
• Must be able to read/write/speak in English
• Knowledge of world geography preferred

Education and Experience

• Associate or Bachelor's degree or equivalent experience
• Travel industry experience, international experience preferred

Special Requirements

• Emergency Duty 24/7 phone coverage is required
• Evening and weekend hours may be required
• International travel may be required (and maintain a current passport)