A&K Guest Relations Specialist

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
Requirements
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)