Guest Relations Manager

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Lindblad Expeditions

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1979

Travel • Adventure Tourism • Sustainable Tourism

Lindblad Expeditions is a leader in expedition travel, offering adventurous voyages to some of the world's most remote and spectacular destinations in partnership with National Geographic. Known for intimate small-ship cruising, Lindblad provides unique travel experiences to Antarctica, the Arctic, the Galápagos, and more. Guests aboard their expeditions enjoy activities like kayaking, hiking, and wildlife watching, all while gaining insights from expert naturalists and photographers. With over 50 years of expertise, Lindblad is committed to sustainable tourism and making a positive impact in the places they explore.

📋 Description

• Serve as the first and primary point of contact for all post-trip guest feedback. • Resolve all post-trip complaints to the company’s and the guest’s satisfaction. • Use Salesforce for case management. • Own the analysis of post-trip survey data. • Assist the Director of Global Guest Services to troubleshoot and solve any complex guest issues. • Assist the Director of Global Guest Services with service recovery initiatives. • Work with Guest Relations Support Coordinator to review and respond to feedback. • Ensure feedback is properly vetted internally. • Coordinate responses with department heads from which any complaint derives. • View each complaint as an opportunity to exceed guest expectations and create loyalty to our brand. • Identify and prioritize high impact issues. • Assist with projects, as needed. • Other duties as required.

🎯 Requirements

• 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. • 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