Guest Communications Coordinator

Job Description

Job Description

As a leader in small group travel, Odysseys Unlimited designs and operates exceptional guided tours around the world, giving guests the opportunity to experience the rich cultures, history, and people of the places we visit. We are committed to a culture of excellence, career growth, and fostering an inclusive environment at our headquarters in Newton, Massachusetts and wherever our travels take us. We value diverse perspectives and believe that solutions can, and should, come from everyone. Our team is made up of adventurous, dedicated individuals who take pride in helping our guests realize their travel dreams. Our employees are part of a company committed to making a positive impact by giving back both locally and to the communities we visit abroad. We are an equal opportunity employer, offering a collaborative and supportive environment where you can discover all the travel industry has to offer. 

Title: Guest Communications Coordinator

Reporting To: Supervisor, Guest Communications

Job Summary

Working in a professional environment, this position requires a candidate who will be committed to delivering the highest level of customer service to our guests primarily through written correspondence. Responsible for assessing and evaluating customer communications while responding in a timely manner with accurate, clear, service-oriented messages. Responds to pre-departure and post-tour correspondence including: tour member evaluations, letters, emails or phone calls. Tracks, reviews and maintains all customer correspondence and guest data, always focusing on quality and the guest’s experience. Provides coverage in the Overflow Queue, assisting with incoming reservation and customer service telephone calls as needed.

Responsibilities

• Deliver superior customer service through written and verbal communications in a professional, knowledgeable and timely manner 
• Compose email correspondence that is professional and grammatically correct with content specific to the issue and our guests within specified service levels, standards and policies 
• Create customized, professional responses to post-tour letters and evaluations that appropriately address specific issues 
• Support our call center by handling incoming customer telephone calls for service and sales as needed, while maintaining the highest degree of professionalism and telephone etiquette on all calls taken
• Research and create written pre-departure guest communications for tour changes, visa updates, major world events, etc. 
• Process individual travel services/special requests including customized services for guests on back-to-back tours
• Update and maintain reservation and customer information in accordance with company guidelines
• Track and organize communications, escalate trends, issues or unusual situations
• Review key guest and reservation data such as: Guest Information Forms, Passport Information, etc. for accuracy and overall quality assurance as required
• Assume other responsibilities as deemed necessary

Qualifications

• Bachelor’s degree in communications or writing, or equivalent experience
• Strong writing skills with excellent spelling, grammar, and proof-reading skills
• Must possess excellent written and verbal communications skills 
• Two years of customer service experience in travel-related communications: letter, e-mail, text messaging, chat, etc. (travel counselor experience preferred)
• Excellent organizational skills with attention to detail and accuracy 
• Ability to work independently with minimal direction
• Excellent computer skills including MS Word, Excel, and Outlook 

Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.