Windstar

  • Guest Relations Service Specialist

    Job Locations US-WA-SEATTLE
    Posted Date 3 weeks ago(3 weeks ago)
    Requisition ID
    2018-17425
    Category
    Windstar LAND-BASED / CORPORATE OPPORTUNITIES
  • Overview

    Position Title:              Service Specialist – Guest Relations               

    Position Reports To:  Supervisor – Guest Relations  

    Work Hours:                Full Time

    FLSA Status:                 Non-Exempt

    Department:                Guest Services                                    

     

     

    Position Summary:

     

    The SERVICE SPECIALIST – GUEST RELATIONS position is responsible for daily processing of Guest relations workload and support of Guest relations processes. Position is responsible for handling the Pre & Post cruise cases affecting Guests, Travel Agents, Partners bookings and experience with Windstar Cruises. This position assists in monitoring and processing the Guest relations email and phone lines, providing timely and effective responses, status updates and resolution of reported cases. Facilitate proactive resolution actions for bookings escalated, with call, email, letter correspondence throughout the investigation and resolution process. Maintains and processes effective communications with the Guest Relations Supervisor, ships GSM, HGM staff on board related to Guest Relations cases. This position is an essential part of the Guest Relations staff, to handle customer service resolution in an effective way.

     

    Essential Duties & Responsibilities:

     

    • Daily review of Guest relations cases, planning resolution actions and timely responses.
    • Prepare evaluations and correspondence for Guest Relations cases.
    • Answer Guest Relations and Guest Services calls related to case issues, auctioning each case and updating the case tracking for follow up.
    • Provide active assistance of Emergency Cases (CARE) involving guests and assigned cases, facilitating proactive contact, follow up and case reporting to appropriate departments, with direction from the Guest Relations Supervisor and Senior Director of Guest Services.
    • Maintain current proficiency of company Products, Policies and Procedures.
    • Effectively coordinate communications, collaboration within Guest Services, related to Guest Relations Pre-Post cruise cases.
    • Maintain accurate data and files related to Guest Relations and Guest Services compensation, FCC, SBC, and other forms of consideration applied to guests/bookings.
    • Provide general support and assistance with projects as requested by Manager and Senior Director.
    • Perform other Guest Services duties as assigned by Supervisor, Manager or Senior Director.

     

    Requirements:

     

    • Previous Guest relations experience preferred.
    • 1-2 years of experience selling and/or supporting the Windstar product preferred.
    • Must be punctual and flexible and able to work varied shifts including weekends as needed.
    • Able to perform effectively in stressful situations, with ability to adapt to changes in a timely manner, while maintaining a positive and calm approach to interpersonal interactions.
    • Capable of displaying a high degree of tact and diplomacy and confidentiality.
    • Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Proficient letter writing skills, using proper English and tone in communications.
    • Strong ability to manage difficult conversations and interactions, to create a balanced resolution to issues/problems, defusing emotion, while maintaining empathy for the overall situation.
    • Clearly understands purposes, objectives and procedures of the department.
    • Other duties as directed by management. 

     

    Work Environment & Physical Demands

     

    Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    General office environment. Moderate noise.

     

    Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Regularly required to sit and occasionally required to stand. Occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job includes close vision. Some stress may occur, especially during closing periods.

     

    Windstar Cruises is an Equal Opportunity Employer

    Responsibilities

    Essential Duties & Responsibilities:

     

    • Daily review of Guest relations cases, planning resolution actions and timely responses.
    • Prepare evaluations and correspondence for Guest Relations cases.
    • Answer Guest Relations and Guest Services calls related to case issues, auctioning each case and updating the case tracking for follow up.
    • Provide active assistance of Emergency Cases (CARE) involving guests and assigned cases, facilitating proactive contact, follow up and case reporting to appropriate departments, with direction from the Guest Relations Supervisor and Senior Director of Guest Services.
    • Maintain current proficiency of company Products, Policies and Procedures.
    • Effectively coordinate communications, collaboration within Guest Services, related to Guest Relations Pre-Post cruise cases.
    • Maintain accurate data and files related to Guest Relations and Guest Services compensation, FCC, SBC, and other forms of consideration applied to guests/bookings.
    • Provide general support and assistance with projects as requested by Manager and Senior Director.
    • Perform other Guest Services duties as assigned by Supervisor, Manager or Senior Director.

    Qualifications

    Requirements:

    •  Previous Guest relations experience preferred.
    • 1-2 years of experience selling and/or supporting the Windstar product preferred.
    • Must be punctual and flexible and able to work varied shifts including weekends as needed.
    • Able to perform effectively in stressful situations, with ability to adapt to changes in a timely manner, while maintaining a positive and calm approach to interpersonal interactions.
    • Capable of displaying a high degree of tact and diplomacy and confidentiality.
    • Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Proficient letter writing skills, using proper English and tone in communications.
    • Strong ability to manage difficult conversations and interactions, to create a balanced resolution to issues/problems, defusing emotion, while maintaining empathy for the overall situation.
    • Clearly understands purposes, objectives and procedures of the department.
    • Other duties as directed by management. 

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed