Director, Guest Relations

Job Description:

Position Summary

Lead the guest relations and quality assurance for the A&K in the US source market and ensure timely and complete tracking, follow-up, resolution, and response to all guest issues. Use company-wide surveys to identify opportunities to improve the guest experience, drive increased guest satisfaction, and brand loyalty. Collaborate with various departments to ensure everyone is working to meet A&K's guest satisfaction and quality goals and objectives in the US source market.

Responsibilities and Accountabilities

• Manage the guest relations team, which handles all inbound feedback via and complaints via phone, email, and internal referrals.
• Ensure all issues are assigned, tracked, appropriately prioritized, and responded to in a timely manner by the team.
• Oversee the investigation and resolution of complaints, engaging with the product team and local offices/suppliers where required.
• Personally handle escalated issues and inform the Managing Director as appropriate.
• Recommend refund and future travel credits where required to resolve guest issues. Ensure accurate and timely processing.
• Consult legal counsel if/when appropriate.
• Analyse survey data and identify trends, and collaborate with the product to eliminate recurring complaints and customer service issues.
• Assist with the insurance claims process when required and maintain a positive working relationship with the insurance company.
• Oversee the Emergency Duty team to ensure knowledgeable and reliable 24/7 emergency coverage for guests who are traveling.
• Maintain up-to-date documentation of all processes and procedures and provide ongoing training for the department and Emergency Duty team.

Skills and Abilities

• A compelling leader who can drive strong customer service and quality focus in the organization
• Expert in best practices in customer service and quality
• Solution-oriented with sound judgment
• Strong analytic skills; comfortable working with data and identifying trends
• Demonstrated experience creating processes, tools, and training for a successful customer service team
• Effective communicator with guests, resolving escalated issues, and colleagues, collaborating across the organization

Education and Experience

• College degree or equivalent experience
• 10+ years of customer service and quality assurance experience
• 7+ years of management experience
• Working knowledge of the travel industry is desired

Special Requirements

• Available for Emergency Duty questions and calls during evenings and weekends
• Evening and weekend hours may be required in the event of a crisis
• International travel may be required (and maintain a current passport)
• Hybrid role based in A&K's Downers Grove, IL office (4 days in-office, 1 day remote)

Salary

• 115-135k; position is bonus eligible

Benefits

A&K offers a large portfolio of competitive benefits to all eligible, full-time employees. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with a generous company match.

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EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.