[Hiring] Guest Relations Manager @Lindblad Expeditions

Role Description

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.

Qualifications

• B.A./B.S. required.
• 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.

Requirements

• 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.

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.

Physical Demands

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.