Director, Guest Relations

Position Summary

Lead the guest relations and quality assurance for the A&K in the US source market and ensure timely and complete tracking, follow-up, resolution, and response to all guest issues. Use company-wide surveys to identify opportunities to improve the guest experience, drive increased guest satisfaction and brand loyalty. Collaborate with various departments to ensure everyone is working to meet A&K’s guest satisfaction and quality goals and objectives in the US source market.

Responsibilities and Accountabilities

• Manage the guest relations team which handles all inbound feedback via and complaints via phone, email, and internal referrals.
• Ensure all issues are assigned, tracked, appropriately prioritized, and responded to in a timely manner by the team.
• Oversee the investigation and resolution of complaints, engaging with the product team and local offices/suppliers where...