Guest Relations Manager

Job Summary

As the primary point of contact for post-trip guest feedback, the full-time remote Guest Relations Manager will manage guest complaints, analyze survey data, and enhance overall guest satisfaction while collaborating with various departments to drive service recovery initiatives.

Key responsibilities

• Resolve post-trip complaints to ensure guest satisfaction
• Analyze post-trip survey data and report insights to inform strategic decisions
• Coordinate with department heads to address and respond to guest feedback effectively

Required qualifications

• B.A./B.S. degree required
• 5-10 years of experience in guest relations or customer service, preferably in luxury travel
• Proven ability to handle guest complaints and execute service recovery
• Strong analytical skills with experience interpreting survey data and performance metrics
• Technical proficiency in Salesforce and survey platforms such as InMoment or Qualtrics