Manager, Guest Relations

Crystal Cruises•Aventura, FL

1d•Hybrid

About The Position

The Manager of Guest Relations for Crystal will oversee the resolution of all levels of guest and/or agency inquiries to ensure retention while maintaining the interest and reputation of the organization. The Manager will provide direction and daily informational support on company policies, practices, and procedures while leading loyalty initiatives to drive deeper engagement. In addition, this role oversees the strategy and ongoing management of customer feedback mechanisms designed to measure and generate customer experience insights for the business.

Requirements

4-year degree from an accredited university
10+ years of experience in guest services or guest relations within the hospitality or cruise industry
Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
Experience in consulting, coordination with IT/Data/Analytics teams, and relationship-building
Strong copywriting, editing and proofreading skills.
Proficiency in creating presentations and documenting workflows and decisions.
Able to develop specific goals and plans to prioritize, organize, and accomplish work.
Demonstrated ability to conduct and engage in research with practical applications to business needs.
Must be highly detailed-oriented with strong organizational and follow-up skills.
Team player with a positive attitude who works well cross-functionally.
Resourceful, creative self-starter who takes initiative to learn processes and get things done with little supervision.
Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority

Nice To Haves

start-up experience a plus

Responsibilities

Ensure that all guest complaints which arise (phone calls, online chat, emails, letters) are handled promptly in a professional and timely manner.
Research/investigate all complaints with involved parties to obtain relevant data to prepare an effective and prompt response.
Determine fair and appropriate compensation (if needed), while maintaining budget goals, necessary to resolve guest concerns.
Develop process for communicating all guest/travel advisor issues of a serious or urgent nature to senior management in a timely manner.
Oversee the efficient logging of guest/travel advisor correspondence as well as all compensation financial figures into various databases used.
Create Future Cruise Credit certificates in the system and inform requested in timely matters.
Create/send official communication to guests, travel partners, ships when required.
Synthesize insights and conduct meaningful analysis of the data collected to keep executive leadership connected to the voice of the guest and provide recommendations.
Schedule and attend quality assurance meetings with relevant departments to review key trends and recommend enhancements.
Maintain a close and harmonious working relationship with heads of all departments to efficiently handle any issues.
Maintain a team attitude and display a positive image of the department.
Exercise discretion and independent judgment with respect to all aspects of the job functions.
Showcase flexibility and adaptability, plus the ability to work under pressure.