What are the responsibilities and job description for the Guest Relations Specialist position at Internal Career Site?
Overview
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.
Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
Our Vision: Enriching people’s perspective through inspired travel
Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible
This customer facing role is responsible for daily processing of Guest Relations workload and support of Guest Relations processes. Position is responsible for handling the Pre & Post cruise cases affecting Guests, Travel Agents, Partners bookings and experience with Windstar Cruises. This position assists in monitoring the Guest Relations email and phone lines, providing timely and effective responses, status updates and resolution of reported cases. This position is involved in the effective application of the Yacht Club member program. Facilitate proactive resolution actions, with call, email, letter correspondence throughout the investigation and resolution process.
Responsibilities
- Daily review of Guest relations cases, planning resolution actions and timely responses.
- Prepare evaluations and correspondence for Guest Relations cases.
- Answer Guest Relations and Guest Services calls related to case issues, actioning each case and update the case tracking for follow up.
- Provide active assistance of Emergency Cases (CARE) involving guests and assigned cases, facilitating proactive contact, follow up and case reporting to appropriate departments, with direction from the Guest Relations Supervisor and Manager.
- Maintain current proficiency of company Products, Policies and Procedures.
- Effectively coordinate communications, collaboration within Guest Services, related to Guest Relations Pre-Post cruise cases.
- Maintain accurate data and files related to Guest Relations and Guest Services compensation, FCC, SBC, and other forms of consideration applied to guests/bookings.
- Provide general support and assistance with other duties and projects as requested by Guest Relations Supervisor and Manager.
Qualifications
- Previous Guest Relations experience preferred.
- 1-2 years of experience selling and/or supporting the Windstar product preferred.
- Must be punctual, flexible and able to work varied shifts including weekends as needed.
- Able to perform effectively despite sudden deadlines and changing priorities.
- Capable of displaying a high degree of tact and diplomacy.
- Must be able to communicate in writing and verbally with professionalism, credibility and confidence.
- Strong ability to manage difficult conversations and interactions, to create a balanced resolution to issues/problems, defusing emotion, while maintaining empathy for the overall situation.
- Clearly understands purposes, objectives and procedures of the department.
EEO: Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
