Guest Communications Coordinator

Odysseys Unlimited Inc•Newton, MA

2h•$49,700 - $53,600

About The Position

Odysseys Unlimited is seeking a Guest Communications Coordinator to deliver high-quality customer service primarily through written correspondence. The role assesses and responds to guest communications in a timely, accurate, clear, and service-oriented manner, including pre-departure and post-tour evaluations, letters, emails, and phone calls. It also tracks and maintains customer correspondence and guest data, with a focus on quality and the guest experience. The coordinator provides coverage for incoming reservation and customer service calls as needed.

Requirements

Bachelor’s degree in communications or writing, or equivalent experience.
Strong writing skills, including excellent spelling, grammar, and proofreading.
Excellent written and verbal communication skills.
Two years of customer service experience in travel-related communications, such as letters, email, text messaging, or chat.
Excellent organizational skills and attention to detail and accuracy.
Ability to work independently with minimal direction.
Excellent computer skills, including Microsoft Word, Excel, and Outlook.

Nice To Haves

Travel counselor experience preferred.

Responsibilities

Deliver professional, knowledgeable, and timely customer service through written and verbal communications.
Compose professional, grammatically correct email responses tailored to guest issues and consistent with service levels, standards, and policies.
Create customized responses to post-tour letters and evaluations that address the specific issues raised.
Handle incoming customer service and sales calls as needed, maintaining professionalism and proper telephone etiquette.
Research and prepare pre-departure guest communications concerning tour changes, visa updates, major world events, and related matters.
Process individual travel services and special requests, including customized services for guests on back-to-back tours.
Update and maintain reservation and customer information according to company guidelines.
Track and organize communications, escalating trends, issues, and unusual situations.
Review guest and reservation information, including Guest Information Forms and passport information, for accuracy and quality assurance.
Assume other responsibilities as necessary.