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Guest Communications Coordinator

4.5 Odysseys Unlimited – Newton, MA 11 days ago
  • Job

Job Summary

Working in a professional environment, this position requires a candidate who will be committed to delivering the highest level of customer service to our guests primarily through written correspondence. Responsible for assessing and evaluating customer communications while responding in a timely manner with accurate, clear, service-oriented messages. Responds to pre-departure and post-tour correspondence including: tour member evaluations, letters, emails or phone calls.Tracks, reviews and maintains all customer correspondence and guest data, always focusing on quality and the guest’s experience.

Responsibilities

  • Organize and respond appropriately to all standard tour member evaluations received
  • Create customized, professional responses to post-tour letters and evaluations that appropriately address specific issues
  • Research and create written pre-departure guest communications for tour changes, visa updates, major world events, etc.
  • Deliver superior customer service through written and verbal communications in a professional, knowledgeable and timely manner
  • Compose email correspondence that is professional and grammatically correct with content specific to the issue and our guests within specified service levels, standards and policies
  • Process individual travel services/special requests including customized services for guests on back-to-back tours
  • Update and maintain reservation and customer information in accordance with company guidelines
  • Track and organize communications, escalate trends, issues or unusual situations
  • Review key guest and reservation data such as: Guest Information Forms, Passport Information, etc. for accuracy and overall quality assurance as required
  • Act as liaison between Odysseys Unlimited and current visa service provider; be a resource for colleagues and guests with relation to complicated visa items
  • Provide back-up for incoming customer telephone calls for service and sales while maintaining the highest degree of professionalism and telephone etiquette on all calls taken
  • Assume other responsibilities as deemed necessary

Qualifications

  • Bachelor’s Degree
  • Strong writing skills with excellent spelling, grammar, and proof reading skills
  • Must possess excellent written and verbal communications skills
  • 1 to 2 years of customer service experience in travel-related communications: letter, e-mail, text messaging, chat, etc. (travel counselor experience preferred)
  • Excellent organizational skills with attention to detail and accuracy
  • Ability to work independently with minimal direction
  • Intermediate to Advanced Proficiency with Microsoft Office: Outlook, Word and Excel
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