Full-time
A&K Guest Relations Specialist
Crystal Cruises
Downers Grove, illinois
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...