Director, Guest Relations

Job Description: Position Summary Lead the guest relations and quality assurance for the A&K in the US source market and ensure timely and complete tracking, follow-up, resolution, and response to all guest issues. Use company-wide surveys to identify opportunities to improve the guest experience, drive increased guest satisfaction, and brand loyalty. Collaborate with various departments to ensure everyone is working to meet A&K’s guest satisfaction and quality goals and objectives in the US source market. Responsibilities and Accountabilities Manage the guest relations team, which handles all inbound feedback via and complaints via phone, email, and internal referrals. Ensure all issues are assigned, tracked, appropriately prioritized, and responded to in a timely manner by the team. Oversee the investigation and resolution of complaints, engaging with the product team and local offices/suppliers where required. Personally handle escalated issues and inform the Managing Director as appropriate. Recommend refund and future travel credits where required to resolve guest issues. Ensure accurate and timely processing. Consult legal counsel if/when appropriate. Analyse survey data and identify trends, and collaborate with the product to eliminate recurring complaints and customer service issues. Assist with the insurance claims process when required and maintain a positive working relationship with the insurance company. Oversee the Emergency Duty team to ensure knowledgeable and reliable 24/7 emergency coverage for guests who are traveling. Maintain up-to-date documentation of all processes and procedures and provide ongoing training for the department and Emergency Duty team. Skills and Abilities A compelling leader who can drive strong customer service and quality focus in the organization Expert in best practices in customer service and quality Solution-oriented with sound judgment Strong analytic skills; comfortable working with data and identifying trends Demonstrated experience creating processes, tools, and training for a successful customer service team Effective communicator with guests, resolving escalated issues, and colleagues, collaborating across the organization Education and Experience College degree or equivalent experience 10+ years of customer service and quality assurance experience 7+ years of management experience Working knowledge of the travel industry is desired Special Requirements Available for Emergency Duty questions and calls during evenings and weekends Evening and weekend hours may be required in the event of a crisis International travel may be required (and maintain a current passport) Hybrid role based in A&K’s Downers Grove, IL office (4 days in-office, 1 day remote) Salary 115-135k; position is bonus eligible Benefits A&K offers a large portfolio of competitive benefits to all eligible, full-time employees. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with a generous company match. #LI-DNP EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.