Lindblad Expeditions

Guest Relations Manager

United States

Sponsorship not specified$70k-$85kDetected 11 days ago

SalesforceExcelCustomer SupportTime ManagementMicrosoft Office

About the role

Join us as the Guest Relations Manager and serve as the first and primary point of contact for all post-trip guest feedback.
Guest feedback can be received by phone, email, letter, and through electronic post voyage survey.
The Guest Relations Manager bridges frontline guest relations and company-wide guest experience analytics.

Own the analysis of post-trip survey data.
Work with Guest Relations Support Coordinator to review and respond to feedback.
We are committed to building a community of different genders, races, ages, sexual orientations, chosen identities, and countries of origin where every person brings their whole self to work and whose skills, talents, and abilities are valued.

Other duties as required.
B.A./B.S. required.
Strong analytical skills with experience interpreting survey data and performance metrics (Net Promoter Scores, Excellence Overall, and similar).
The ability to work independently as well as with others in a team environment.

At least 5-10 years of work experience in guest relations/customer service, preferably in the luxury travel/expedition market.
Proven experience handling guest complaints and service recovery.
Strong skills in time management, handling multiple tasks, setting priorities, and meeting deadlines.
Technical Proficiency:
Ability to become a proficient user of the company's various systems including: Seaware reservation system and Salesforce.
Experience with survey platforms (e.g., InMoment, Forsta +, Qualtrics or other).
Proficiency with Microsoft Office Word, Excel, and PowerPoint.
Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.
PHYSICAL DEMANDS While performing the duties of this job, the employee is frequently required to sit, talk and hear.
The employee will also be required to write and type.
The employee is occasionally required to stand, walk, and reach with hands and arms.

STATEMENT Lindblad Expeditions determines the pay for positions using local, national, and industry-specific survey data.
We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company.
Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living.
An employee/candidate with a stronger skill set will receive higher pay.

Travel benefits for employees and their family
Health insurance including Medical, Dental, Vision
Long-Term Disability, Life & AD&D Insurance
Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care
Pre-Tax Commuter Benefit
1 Floating Holiday Options
Up to 15 days of vacation (pro-rated per anniversary year)
Parental Leave

Lindblad Expeditions is a true pioneer in Expedition Travel.
From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world's most remote and pristine locations on our fleet of 20 ships, and are committed to ensuring our guests experience the "Exhilaration of Discovery".
Resolve all post-trip complaints to the company's and the guest's satisfaction.

EMPLOYER STATEMENT At Lindblad Expeditions, we simply could not do our work without the diverse kaleidoscope of humanity that creates and delivers our remarkable offerings across the planet.
As a Company that respects and celebrates the inherent diversity in the places we explore, we recognize the need to mirror that same diversity and all the interconnected perspectives within our organization.
We believe we can explore further and in a more meaningful way by actively creating a more diverse and inclusive organization where everyone feels they belong.
Lindblad Expeditions is an equal opportunity employer.

From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launch

This listing is sourced directly from Lindblad Expeditions's careers page and normalized into a canonical job model.