Guest Services Agent

Job TitleResponsible for supporting shoreside operations related to the passenger airport, hotel, and pier experience. This role focuses on assisting with turnaround operations, hotel and ground service programs, and partner coordination, while supporting internal teams and external providers to ensure smooth operational execution.Essential Job DutiesTurnaround & Shoreside OperationsSupports shoreside operational aspects of the passenger journey, including airport, hotel, and pier activitiesAssists with the coordination and execution of hotel and ground service components during turnaround operationsApplies established turnaround procedures to support consistent and reliable operationsResponds immediately to internal requests for hotel or ground services that fall outside standard offerings, sourcing solutions beyond what is readily available in the systemOperational Knowledge & Best PracticesMaintains knowledge of industry best practices related to turnaround operations and shoreside servicesIdentifies operational efficiencies and competitive service opportunities under guidance from senior team membersServes as a resource by sharing accurate product and operational information with internal teams, including global salesPlanning, Sourcing & System SupportSupports pre-planning activities for hotel and ground services, including availability checks, data gathering, and documentationAssists with the sourcing, negotiating, and contracting process for hotels and ground transportation providersHelps maintain product setup, inventory accuracy, and updates within reservation systemsPartner & Vendor SupportAssists in scouting, sourcing, and maintaining relationships with tour operators and Destination Management Companies (DMCs)Supports communication of the company's mission, service standards, and quality expectations to external partnersHelps ensure partner services align with established operational and quality benchmarksDaily Operations & Issue SupportPerforms daily operational tasks related to hotel and ground service products, including fulfilling special requestsSupports projects and assists with real-time operational issues or emergencies as neededEscalates issues appropriately and supports resolution efforts alongside senior team membersTraining & Operational ReadinessAssists with the coordination and delivery of operational and contingency plan information to external partnersSupports training efforts to ensure partners understand turnaround procedures and service expectationsHelps monitor adherence to established operational guidelines at turnaround portsOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.CompetencyEducation:BS/BA or equivalent professional experience in travel industryMultilingual preferredExperience:2+ years of experience in a similar position or logistical role.Experience in travel operations, logistics, or hospitality management.Skills/Qualifications:Strong interest in travel operations, logistics, and guest experienceSolid understanding of geography and global travel conceptsHighly organized with attention to detail and strong time-management skillsWorking knowledge of Microsoft Office applicationsAbility to work collaboratively in a team environmentWillingness to learn operational systems, procedures, and industry best practicesAdaptable and able to support operations during time-sensitive or high-volume periodsProactive problem-solving mindset and ability to respond quickly to ad-hoc service requestsWork EnvironmentWorks in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Evening and weekend hours may be required often. Approximately 20% domestic/international travel may be required.Physical DemandsRequires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.Expected Hours of WorkNonexempt: The position is full-time working from Monday – Friday from 9:00 AM to 6:00 PM. Occasional need for Overtime may be required. #LI-HybridEEO StatementAbercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.