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...