Enchanting Travels is a hard-working, vibrant, and innovative company specializing in crafting outstanding tailor-made journeys for discerning travellers to more than 70 countries in Asia, Africa, Latin America, Europe, North America, and Oceania. Founded in 2004, we have made the travel dreams of thousands of guests from around the world come true. Enchanting Travels is owned by Travelopia, the world's leading collection of experiential travel brands. We rely on outstanding team members who are passionate about what they do and are committed to providing excellent service. We are a diverse team with 160+ individuals from 17 nationalities working from our offices in the USA, Canada, Germany, Australia, India, Argentina and Kenya.
**About us**:
Enchanting Travels is part of the Travelopia group, which is one of the world's leading specialist travel groups providing customers with a diverse range of outstanding travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel. Private equity owned by KKR, Travelopia is headquartered in the UK with offices and marine bases all over the world.
**What is the position?**
The Guest Relations Specialist will report to our Guest Relations Manager and work remotely within the American time zones. H/She will work closely with our Marketing team members who work out of our offices around the world. The role of the Guest Relations Executive is to manage both positive and critical guest feedback and continuously improve and nurture the relationship with our existing guests in our English-speaking markets (USA, Canada, UK).
**Key responsibilities will include**:
- Successfully handle non-critical and critical feedback from guests who have traveled with us.
- Drive the generation of online reviews on Trust-pilot and Google Places.
- Support the planning, organization and execution of guest events and webinars for U.S. and Canadian guests.
- Support the development and execution of marketing outreach campaigns to our repeat guests. This could range from surveys to the coordination of offline mailings
**What do we expect from you?**
- A university degree
- A minimum of 3 years of work experience, preferably in the hospitality industry, customer service, marketing or sales, including a minimum of 2 years experience in direct guest communications in the US market
- Experience in customer service escalations/complaint management and working for travel brands in the US market are a plus
- Exceptional organizational skills, excellent communication and interpersonal skills and a cool head in every situation
- You enjoy interacting with guests, you are able to actively listen and you work from the guest perspective
- Exceptional problem solving abilities and prioritization skills
- You are collaborative, performance driven, with a focus on high quality work
- Flexible, agile, adaptive and open to learning
- Ability to deep dive and implement root cause analysis
**The position includes**:
- Competitive Base Salary + Bonus
- Health Benefits
- Paid Time Off
**We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias, building an inclusive culture, and embracing diversity in all its dimensions.