Guest Relations Manager

Lindblad Expeditions

23h • $60,000 - $70,000 • Onsite

About The Position

Join Lindblad Expeditions as the Guest Relations Manager and serve as the first and primary point of contact for all post-trip guest feedback, received via phone, email, letter, and electronic post-voyage surveys. This role bridges frontline guest relations and company-wide guest experience analytics. The Guest Relations Manager will directly engage guests to resolve concerns and enhance satisfaction, while also leading the analysis of post-trip guest feedback and performance metrics. This position transforms feedback into insights and delivers executive-level reporting that informs strategic decision-making across the organization. Strong analytical skills with experience interpreting survey data and performance metrics, active listening skills, excellent interpersonal skills, the ability to write and communicate with finesse, attention to detail, and the ability to respond carefully in a time-sensitive environment are required.

Requirements

• B.A./B.S. required.
• At least 5-10 years of work experience in guest relations/customer service, preferably in the luxury travel/expedition market.
• Proven experience handling guest complaints and service recovery.
• Strong analytical skills with experience interpreting survey data and performance metrics (Net Promoter Scores, Excellence Overall, and similar).
• Strong skills in time management, handling multiple tasks, setting priorities, and meeting deadlines.
• The ability to work independently as well as with others in a team environment.
• Ability to become a proficient user of the company’s various systems including: Seaware reservation system and Salesforce.
• Experience with survey platforms (e.g., InMoment, Forsta +, Qualtrics or other).
• Proficiency with Microsoft Office Word, Excel, and PowerPoint.
• Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos.
• Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.

Responsibilities

• Resolve all post-trip complaints to the company’s and the guest’s satisfaction.
• Use Salesforce for case management.
• Own the analysis of post-trip survey data.
• Assist the Director of Global Guest Services to trouble shoot and solve any complex guest issues.
• Assist the Director of Global Guest Services with service recovery initiatives.
• Work with Guest Relations Support Coordinator to review and respond to feedback.
• Ensure feedback is properly vetted internally.
• Coordinate responses with department heads from which any complaint derives.
• View each complaint as an opportunity to exceed guest expectations and create loyalty to our brand.
• Identify and prioritize high impact issues.
• Assist with projects, as needed.
• Other duties as required.

Benefits

• Travel benefits for employees and their family
• Voyage of Discovery trips for employees to travel as guests
• Health insurance including Medical, Dental, Vision
• 401(k) plan with employer match
• Long-Term Disability, Life & AD&D Insurance
• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care
• Pre-Tax Commuter Benefit
• 7-8 Paid Holidays
• 1 Floating Holiday Options
• Up to 15 days of vacation (pro-rated per anniversary year)
• Parental Leave
• Sick/personal days per city & state ordinance
• Pet Insurance discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level