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Manager, Guest Services
Fox
Chicago, IL, United States
Job Details - this job has expired, please see similar jobs below
Description
Guest-facing position responsible for the management of communications with Expedition, Private Expedition, and Custom Trip participants from the time of booking through the time of travel, including any post-trip communication. Responsible for advising travelers on the nature of international travel, accurately communicating all personal and pre- and post- trip information between the travelers and Operations team members, assisting with booking added arrangements, ensuring all services are paid for in full and all required paperwork collected in a timely manner.
Responsibilities
• Manage hundreds of traveler relationships simultaneously for Land Expeditions, Private Expeditions, and Custom Trips from the time of booking through post-trip communication. Answer all incoming client questions and correspondence received via phone and email promptly, courteously and accurately. Handle complaints; convey warmth, caring and concern. Advise travelers on the nature of international travel, providing comprehensive and pertinent information The highest level of customer service provided to travelers.
• Lead, manage and hold accountable Guest Service Coordinator(s). Conducts weekly meetings with staff and ensure that they are on task, producing accurate work, meeting deadlines and working toward goals. Counsel on difficult work situations. Develop and train on new procedures when needed. Write and deliver performance reviews for direct reports and recommend professional growth opportunities. Supports and enforces company systems, policies, procedures and productivity standards. Manages staff time-off requests to minimize impact on team operation. Supports and enforces company policies and values at all times.
• A well-run team providing customer service that meets or exceeds brand standards with
• goal of keeping customer retention high.
• Ensure that all trip information is being accurately communicated between travelers and Operations staff. This includes, but is not limited to, planning for early arrivals and late departure, book and confirm activities and extra arrangements for travelers as requested.
• Results in a well-run that meets or exceeds traveler expectations.
• Responsible for timely collection of traveler payments. Ensure all invoices are updated throughout trip, including extra arrangements, activities and trip cancellations.
• Reduced financial exposure.
• Responsible for timely in-house receipt of all required traveler paperwork including travel waivers and flight details. Document fights for each guest.
• Results in reduced corporate liability and ensures good service on the ground.
• Manage outbound informational mailings to travelers on a set schedule. Spearhead mailing compilation, collation and posting. Other administrative tasks as needed.
• Travelers provided with information in a timely manner, increasing their understanding of their trip, provides excellent customer service and increases retention.
• Collect and read trip feedback. Communicate trip feedback to all departments as necessary. Document feedback in company database. Follow up on any negative feedback to address concerns, escalating problems to supervisor when necessary.
• Ensures all negative feedback is responded to ensure guest satisfaction and retention.
Qualifications
• Bachelor’s degree (B.A.) or equivalent; and a minimum of a year of related experience and/or training; or equivalent combination of education and experience. A background in customer service, logistics or travel is a plus.
• Excellent verbal and written communication skills. Must have demonstrated people skills, a dynamic personality, be a sophisticated conversationalist, confident, empathetic and friendly. Must be able to present complicated information in a clear and simple manner and be comfortable talking to people on the phone
• The ability to analyze invoices and confidently perform simple mathematic tasks while speaking with guests.
• Working knowledge of Microsoft Word, Office, Excel, PowerPoint and common internet browsers and applications. A background using QuickBase or other databases or CRM software is a plus.
• Experience traveling internationally is desired. The ability to talk about destinations from first-hand experience is desired along with a demonstrated commitment to deliver the highest level of quality and service.
Division Description
National Geographic Partners LLC (NGP), a joint venture between National Geographic and 21st Century Fox, is committed to bringing the world premium science, adventure and exploration content across an unrivaled portfolio of media assets. NGP combines the global National Geographic television channels (National Geographic Channel, Nat Geo WILD, Nat Geo MUNDO, Nat Geo PEOPLE) with National Geographic’s media and consumer-oriented assets, including National Geographic magazines; National Geographic studios; related digital and social media platforms; books; maps; children’s media; and ancillary activities that include travel, global experiences and events, archival sales, licensing and e-commerce businesses. Furthering knowledge and understanding of our world has been the core purpose of National Geographic for 129 years, and now we are committed to going deeper, pushing boundaries, going further for our consumers … and reaching millions of people around the world in 172 countries and 43 languages every month as we do it. NGP returns 27 percent of our proceeds to the nonprofit National Geographic Society to fund work in the areas of science, exploration, conservation and education.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.