Director, Guest Relations

Abercrombie & Kent USA – Township of Downers Grove, IL

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 required.
• Personally handle escalated issues and inform the Managing Director as appropriate.
• Recommend refund and future travel credits where required to resolve guest issues. Ensure accurate and timely processing.
• Consult legal counsel if/when appropriate.
• Analyze survey data, identify trends, and collaborate with products to eliminate recurring complaints and customer service issues.
• Assist with the insurance claims process when required and maintain a positive working relationship with the insurance company.
• Oversee the Emergency Duty team to ensure knowledgeable and reliable 24/7 emergency coverage for guests who are traveling.
• Maintain up-to-date documentation of all processes

Requirements

Skills and Abilities

• A compelling leader who can drive strong customer service and quality focus in the organization
• Expert in best practices in customer service and quality
• Solution-oriented with sound judgment
• Strong analytic skills; comfortable working with data and identifying trends
• Demonstrated experience creating processes, tools, and training for a successful customer service team
• Effective communicator with guests, resolving escalated issues, and colleagues, collaborating across the organization
• Education and Experience
• College degree or equivalent experience
• 10+ years of customer service and quality assurance experience
• 7+ years of management experience
• Working knowledge of the travel industry desired

Special requirements

• Available for Emergency Duty questions and calls during evenings and weekends
• Evening and weekend hours may be required in the event of a crisis
• International travel may be required (and maintain a current passport)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)

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