Guest Relations Manager

Guest Relations Manager

Lindblad Expeditions is a pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, 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".

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

• 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 troubleshoot 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.

Minimum Requirements

Education:

• B.A./B.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.

$70,000 - $85,000 a year Bonus 5%

Our Benefits

• Travel benefits for employees and their family
• Voyage of Discovery trips for employees to travel as guests
• Health insurance including Medical, Dental, Vision
• 401(k) plan with employer match
• 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
• 7-8 Paid Holidays
• 1 Floating Holiday Options
• Up to 15 days of vacation (pro-rated per anniversary year)
• Parental Leave
• Sick/personal days per city & state ordinance
• Pet Insurance discount

Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos. Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.

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.

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.

For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant's location, level of experience, education, and specialized knowledge and skills. An employee/candidate with a stronger skill set will receive higher pay.

Lindblad Expeditions is an equal opportunity employer. Individuals seeking employment at Lindblad Expeditions are considered without regard to race, sex, color, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status, or veteran status.