Guest Services and Entry Requirement Specialist

Odysseys Unlimited Inc•Newton, MA

10h•$54,700 - $60,300

About The Position

Odysseys Unlimited is seeking a Guest Services and Entry Requirement Specialist to manage required travel documentation workflows, support guests and employees with travel entry requirements, and provide specialized travel services to guests. The role also supports the department by responding to pre-departure and post-tour correspondence by email, letter, and phone. The position calls for excellent communication, organizational, customer service, and research skills. The company describes its headquarters as being in Newton, Massachusetts and emphasizes a collaborative, supportive, inclusive work environment and giving back locally and to communities visited abroad.

Requirements

Bachelor’s degree in communications or writing, or equivalent coursework or experience.
At least two years of experience in a customer service environment.
Strong written and verbal communication skills, including excellent spelling, grammar, and proofreading skills and the ability to communicate clearly and concisely with guests and staff.
Excellent organizational skills and strong attention to detail and quality assurance.
Ability to multitask and work in a fast-paced, timeline-oriented environment.
Ability to work independently with minimal direction and exercise discretion and judgment in areas of responsibility.
Excellent computer skills, including Microsoft Word, Excel, and Outlook.

Nice To Haves

Research skills and experience with international visa requirements and regulations.
Travel Counselor or Guest Communications Coordinator experience.

Responsibilities

Research entry requirements for new and existing tours and destinations.
Create and maintain written pre-departure guest communications about entry requirements; update and maintain internal and guest-facing documents and reference materials.
Collect information from guests and follow up to ensure required documentation is obtained for applicable reservations; maintain reservation and customer information according to company guidelines and quality-assurance requirements.
Act as liaison between Odysseys Unlimited and its current visa service provider.
Serve as a resource and subject matter expert for colleagues and guests regarding entry requirements; assist guests with entry requirement forms and escalated or last-minute application processes.
Assist with preparing data and presenting at quarterly Entry Requirements meetings.
Build ongoing relationships with guests booked on back-to-back tours or private departures and assist with specialized individual travel services and requests, coordinating with other departments as needed.
Provide professional, knowledgeable, and timely verbal and written customer service to facilitate a seamless pre-tour experience.
Compose professional, grammatically correct email correspondence tailored to the issue and guest, within specified service levels, standards, and policies.
Help create customized, professional responses to post-tour letters and evaluations that address specific issues appropriately.
Provide backup for incoming customer service and sales calls while maintaining professionalism and telephone etiquette.
Assume other responsibilities as deemed necessary.