Guest Relations Coordinator

Job Description:

Abercrombie & Kent is the world’s leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 2,500 staff in over 55 offices in more than 30 countries. The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all-terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impacting lives and livelihoods.

The Guest Relations Coordinator is a newly created role reporting to the New Zealand Country Manager to ensure that our client’s on-ground experience is delivered as per their itinerary. You will provide administrative support to the NZ Country Manager related to on ground clients during their travels with A&K, flagging VIP clients with key supplier partners, identifying and implementing surprise & delight moments along with developing and retaining good relationships with all suppliers.

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  Maintain on-ground contact with clients during their travels with A&K, including the facilitation of any on-ground changes and ensure file management is completed.

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  Assist with the client welcome and farewell calls for the Inbound department as required.

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  Assist with on-ground booking changes as required.

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  Monitor weather conditions countrywide and anticipate service disruption where possible including impact to on-ground clients’ arrangements and make all necessary adjustments with our suppliers whilst keeping our clients & travel advisors informed.

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  Assist with on-ground client complaint resolution and escalate where necessary to the NZ Country Manger or management team.

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  Facilitating gifts and welcome notes for Chairman’s Club, VIP GOLD & SILVER A&K members.

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  Assisting with identifying and arranging surprise and delight moments for VIP clients to ensure guest expectation is exceeded.

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  Assist with updating weekly snapshot of on-ground clients

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  Prepare and provide updated travel documentation to clients for on-ground changes

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  Ensure all financial transactions for on-ground changes are reflected correctly in our in-house reservations system (Travel Studio).

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  Process client payments for on-ground changes

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  Investigate complaints and service issues followed by communicating this information to the relevant team members, agents, and external supplier.
   

• Extensive experience in a customer service or guest relations role

• Proven experience handling customer complaints

• Prior experience in the travel industry

• Experience working for an Inbound Tour Operator would be an advantage

• Good product knowledge of Australia and New Zealand

• Good understanding of financial process 

• Proficient in Microsoft Office (Word, Excel, PowerPoint & Outlook)

• Experience using an in-house Reservations System (Travel Studio experience would be considered an advantage)

• Proven exceptional customer service and rapport building skills

• Flexibility with working hours essential

• Excellent communications skills – both written & verbal

• High degree of attention to detail

• Team player is a must with an enthusiastic approach to the job.

• Willingness to take on challenges

• Strong time management skills are essential