Guest Relations Manager

Accountabilities

• Manage post-trip guest interactions, resolve concerns, analyze feedback data, and provide insights that support continuous improvement.
• Serve as the primary point of contact for post-trip guest feedback received through various channels.
• Resolve guest complaints and service concerns while delivering thoughtful solutions that align with both guest expectations and organizational standards.
• Manage guest cases using Salesforce and ensure accurate documentation throughout the resolution process.
• Analyze post-trip survey data, performance metrics, and satisfaction indicators to identify trends and improvement opportunities.
• Prepare insights and reports that support strategic decision-making and enhance guest experience initiatives.
• Partner with leadership and department teams to troubleshoot complex guest issues and coordinate effective responses.
• Collaborate with internal stakeholders to validate feedback, prioritize high-impact concerns, and implement service recovery strategies.
• Review guest feedback with support team members and ensure timely, professional responses.
• Approach every complaint as an opportunity to strengthen relationships, exceed expectations, and build long-term loyalty.
• Support additional guest experience projects and initiatives as needed.

Requirements

• Experienced customer experience professional with a strong background in guest relations, complaint resolution, and service improvement.
• Proven experience managing customer complaints, service recovery, and sensitive guest interactions.
• Strong analytical skills with experience interpreting survey results, customer satisfaction metrics, and performance data.
• Ability to identify patterns, prioritize issues, and translate feedback into actionable recommendations.
• Excellent written and verbal communication skills with a professional and empathetic approach.
• Strong organizational skills with the ability to manage multiple tasks, deadlines, and priorities independently.
• Ability to collaborate effectively across departments and work successfully in a team environment.
• Experience using customer relationship management systems such as Salesforce and reservation platforms.
• Familiarity with survey platforms such as InMoment, Forsta, Qualtrics, or similar tools.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.

Benefits

• Annual salary range of $60,000 - $70,000.
• 5% bonus eligibility.
• Remote work opportunity within the United States.
• Employee and family travel benefits.
• Voyage of Discovery opportunities allowing employees to experience travel as guests.
• Medical, dental, and vision insurance coverage.
• 401(k) plan with employer match.
• Long-term disability, life, and accidental death & dismemberment insurance.
• Flexible Spending Account (FSA) options for healthcare and dependent care expenses.
• Paid holidays and floating holiday options.
• Paid vacation time.
• Parental leave benefits.
• Sick and personal leave according to applicable regulations.
• Pet insurance discount.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!

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