Guest Relations Coordinator

Job Description:

Come and join one of the world's leading luxury travel brands

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 role

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.

Key responsibilities include but are not limited to:

• 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.

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

• Assist with on-ground booking changes as required.

• 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.

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

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

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

• Assist with updating weekly snapshot of on-ground clients

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

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

• Process client payments for on-ground changes

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

The successful applicant will have:

• 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
   

Why work for A&K Travel Group?

Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures.

What you can expect with A&K:

• Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team. 

• Supportive environment that will make you proud to work for A&K Travel Group

• Investment in our staff with both in-house and external training opportunities

• Opportunity to progress your career, not just in New Zealand but as part of our global business 

• 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements)

• Paid Parental leave – 18 weeks at full pay

• Employee Assistance Program (EAP)

• Opportunity to work from home as part of our hybrid working from home/office model

• Staff discounts and Travel Benefit program

• An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint. 
   

We're also a company that makes a difference.  Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years.

If you meet the selection criteria and have appropriate work rights, we would love to hear from you. Apply by sending your resume and covering letter outlining why you'd be perfect for the role.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.