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We invite you to explore Crystal, Exceptional at Sea. Crystal seeks an experienced Director of Guest Relations based in South Florida.

Job Summary

The Director of Guest Relations for Crystal will oversee the resolution of all levels of guest and/or agency inquiries to ensure retention while maintaining the interest and reputation of the organization. The Director will provide direction and daily informational support on company policies, practices, and procedures while leading loyalty initiatives to drive deeper engagement. In addition, this role oversees the strategy and ongoing management of customer feedback mechanisms designed to measure and generate customer experience insights for the business.

Responsibilities and Accountabilities

• Ensure that all guest complaints which arise (phone calls, online chat, emails, letters) are handled promptly in a professional and timely manner.
• Research/investigate all complaints with involved parties to obtain relevant data to prepare an effective and prompt response.
• Determine fair and appropriate compensation (if needed), while maintaining budget goals, necessary to resolve guest concerns.
• Develop process for communicating all guest/travel advisor issues of a serious or urgent nature to senior management in a timely manner.
• Oversee the efficient logging of guest/travel advisor correspondence as well as all compensation financial figures into various databases used.
• Develop a concierge strategy to provide a personalized experience for Crystal Society tiers and ensure guests expectations are exceeded.
• Oversee that the content, sampling strategy, and reporting for Crystal Society relationship surveys and guest evaluations to ensure business needs are met.
• Synthesize insights and conduct meaningful analysis of the data collected to keep executive leadership connected to the voice of the guest and provide recommendations.
• Schedule and attend quality assurance meetings with relevant departments to review key trends and recommend enhancements.
• Maintain a close and harmonious working relationship with heads of all departments to efficiently handle any issues.
• Maintain a team attitude and display a positive image of the department.
• Exercise discretion and independent judgment with respect to all aspects of the job functions.
• Showcase flexibility and adaptability, plus the ability to work under pressure.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Traveling may be required.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is fulltime and frequently requires working additional time outside of normal business hours.

Requirements

Education: 4-year degree from an accredited university

Experience: 10+ years of experience in guest services or guest relations within the hospitality or cruise industry

Skills/Qualifications:

• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
• Experience in consulting, coordination with IT/Data/Analytics teams, and relationship-building
• Strong copywriting, editing and proofreading skills.
• Proficiency in creating presentations and documenting workflows and decisions.
• Able to develop specific goals and plans to prioritize, organize, and accomplish work.
• Demonstrated ability to conduct and engage in research with practical applications to business needs.
• Must be highly detailed-oriented with strong organizational and follow-up skills.
• Team player with a positive attitude who works well cross-functionally.
• Resourceful, creative self-starter who takes initiative to learn processes and get things done with little supervision.
• Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority start-up experience a plus.