Coordinator, Guest Services
National Geographic
Chicago, ILThis was removed by the employer on 5/30/2018 11:05:00 AM PST
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Full Time Job
Coordinator, Guest Services (Evanston, IL)
JOB DESCRIPTION
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
Provide the highest level of customer service provided to travelers.
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.
Responsible for timely collection of traveler payments. Ensure all invoices are updated throughout trip, including extra arrangements, activities and trip cancellations.
Responsible for timely in-house receipt of all required traveler paperwork including travel waivers and flight details. Document fights for each guest.
Manage outbound informational mailings to travelers on a set schedule. Spearhead mailing compilation, collation and posting. Other administrative tasks as needed.
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.
Qualifications:
Bachelor's degree (B.A.) or equivalent; or at least two years 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 polished 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.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.