Guest Relations
4.
1 Downers Grove, IL Downers Grove, IL Full-time Full-time From $45,000 a year From $45,000 a year 13 hours ago 13 hours ago 13 hours ago Position Title:
Guest Relations Position Summary Work as part of the Guest Relations team to ensure the timely tracking and response to all guest relations-related needs and issues to ensure service recovery and retain A&K's guests.
Process required information for refunds, future travel credits, and insurance claims in A&K systems.
Assist with monthly reporting and guest questionnaire data analysis and follow-up.
Responsibilities and Accountabilities Monitor the Guest Relations mailbox and assign all files to team members to ensure all guest complaints are handled in a timely manner.
Monitor the guest questionnaire email box and action responses with below-average ratings.
Prepare monthly reporting for guest relations issues and guest questionnaire data and analyze trends.
Research issues with DMCs and product team where necessary, respond to guest feedback and recommend appropriate compensation.
Escalate any potentially serious issues to the department manager in a timely manner.
Complete refund request templates for group departures where needed and notify guests of refund.
Complete the information required to action all insurance claims and for insurance providers.
Enter and post goodwill vouchers in the reservation system.
Attend appropriate briefings and presentations to stay current with A&K destinations and products.
Assist with special projects as needed.
Skills and Abilities Highly organized with excellent attention to detail Proficient with data analysis and reporting; analytical thinker Good customer service demeanour with sound judgment and problem-solving skills Strong written and verbal communication skills with a customer focus Works well in a team and under pressure Quick study with technology with solid analytical skills.
Proficient with Microsoft Office including good working knowledge of Excel Knowledge of world geography Education and Experience College degree or equivalent experience.
Minimum 3
years in customer-facing role.
Customer service or quality assurance experience preferred.
Travel industry experience desired.
Special Requirements Emergency Duty 24/7 phone coverage is required for approximately 1-2 weeks per month.
Evening and weekend hours may be required in the event of a crisis situation.
International travel may be required (and maintain a current passport) Job Type:
Full-time Pay:
From $45,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Flexible spending account Free parking Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Application Question(s):
What is your desired salary? We would appreciate it if you could confirm your availability to work at our Downers Grove, IL location for three days per week and remotely for two days.
Our office hours are from 9 am to 5 pm CST.
Are you able to commit to this schedule?
Experience:
Guest relations:
1 year (Preferred) Ability to Relocate:
Downers Grove, IL 60515:
Relocate before starting work (Required) Work Location:
Hybrid remote in Downers Grove, IL 60515.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 Downers Grove, IL Downers Grove, IL Full-time Full-time From $45,000 a year From $45,000 a year 13 hours ago 13 hours ago 13 hours ago Position Title:
Guest Relations Position Summary Work as part of the Guest Relations team to ensure the timely tracking and response to all guest relations-related needs and issues to ensure service recovery and retain A&K's guests.
Process required information for refunds, future travel credits, and insurance claims in A&K systems.
Assist with monthly reporting and guest questionnaire data analysis and follow-up.
Responsibilities and Accountabilities Monitor the Guest Relations mailbox and assign all files to team members to ensure all guest complaints are handled in a timely manner.
Monitor the guest questionnaire email box and action responses with below-average ratings.
Prepare monthly reporting for guest relations issues and guest questionnaire data and analyze trends.
Research issues with DMCs and product team where necessary, respond to guest feedback and recommend appropriate compensation.
Escalate any potentially serious issues to the department manager in a timely manner.
Complete refund request templates for group departures where needed and notify guests of refund.
Complete the information required to action all insurance claims and for insurance providers.
Enter and post goodwill vouchers in the reservation system.
Attend appropriate briefings and presentations to stay current with A&K destinations and products.
Assist with special projects as needed.
Skills and Abilities Highly organized with excellent attention to detail Proficient with data analysis and reporting; analytical thinker Good customer service demeanour with sound judgment and problem-solving skills Strong written and verbal communication skills with a customer focus Works well in a team and under pressure Quick study with technology with solid analytical skills.
Proficient with Microsoft Office including good working knowledge of Excel Knowledge of world geography Education and Experience College degree or equivalent experience.
Minimum 3
years in customer-facing role.
Customer service or quality assurance experience preferred.
Travel industry experience desired.
Special Requirements Emergency Duty 24/7 phone coverage is required for approximately 1-2 weeks per month.
Evening and weekend hours may be required in the event of a crisis situation.
International travel may be required (and maintain a current passport) Job Type:
Full-time Pay:
From $45,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Flexible spending account Free parking Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Application Question(s):
What is your desired salary? We would appreciate it if you could confirm your availability to work at our Downers Grove, IL location for three days per week and remotely for two days.
Our office hours are from 9 am to 5 pm CST.
Are you able to commit to this schedule?
Experience:
Guest relations:
1 year (Preferred) Ability to Relocate:
Downers Grove, IL 60515:
Relocate before starting work (Required) Work Location:
Hybrid remote in Downers Grove, IL 60515.
Estimated Salary: $20 to $28 per hour based on qualifications.
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