Guest Relations Manager
About the role
WHO WE ARE 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”.
JOB SUMMARY 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.
This individual is responsible for directly engaging guests to resolve concerns and enhance satisfaction, while also leading the analysis of post-trip guest feedback and performance metrics. This role transforms feedback into insights and delivers executive-level reporting that informs strategic decision-making across the organization.
This position requires strong analytical skills with experience interpreting survey data and performance metrics, active listening skills, excellent interpersonal skills, the ability to write and communicate with finesse, attention to detail, and the ability to respond carefully in a time-sensitive environment.
ESSENTIAL DUTIES To perform this job successfully, the employee must be able to perform each essential duty satisfactorily. Resolve all post-trip complaints to the company’s and the guest’s satisfaction. Use Salesforce for case management. Own the analysis of post-trip survey data. Assist the Director of Global Guest Services to trouble shoot and solve any complex guest issues.
Assist the Director of Global Guest Services with service recovery initiatives. Work with Guest Relations Support Coordinator to review and respond to feedback. Ensure feedback is properly vetted internally. Coordinate responses with department heads from which any complaint derives. View each complaint as an opportunity to exceed guest expectations and create loyalty to our brand.
Identify and prioritize high impact issues. Assist with projects, as needed. Other duties as required. S. required.
Qualifications & Skills: 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 analytical skills with experience interpreting survey data and performance metrics (Net Promoter Scores, Excellence Overall, and similar).
Strong skills in time management, handling multiple tasks, setting priorities, and meeting deadlines. The ability to work independently as well as with others in a team environment. 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.