Guest Experience Manager - Destination Weddings

Paradise Travel Group; Solidaridad; On-site; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Bonuses

Free hotel nights

Career growth

Paid holidays

Volunteer time off

Job summary

Fluency in English with conversational Spanish is required, and travel/wedding industry experience is a plus. The role offers career growth opportunities and a competitive compensation package.

Qualifications

• 5+ years in Customer Service and/or Sales leading a team.
• Fluent English and conversational Spanish.
• Experience selling travel is a plus.

Responsibilities

• Lead and manage a team of customer service agents, providing guidance, support, and training to ensure a high level of service excellence.
• Foster a positive and collaborative team culture, promoting open communication and knowledge sharing.
• Investigate and resolve escalated issues related to destination weddings, ensuring a swift and satisfactory resolution.
• Collaborate with the customer service team to address client concerns promptly and effectively.
• Establish and maintain strong relationships with clients and vendors to ensure a seamless communication flow.
• Serve as the primary point of contact for escalated matters, demonstrating empathy and professionalism in all interactions.
• Work closely with sales, customer service, and operation teams to identify root causes of escalations and implement preventive measures.
• Provide valuable insights to improve processes and enhance the overall customer experience.
• Anticipate potential issues and develop proactive strategies to mitigate challenges before they elevate.
• Monitor key performance indicators related to customer satisfaction and team performance, identifying trends and areas for improvement.
• Develop and maintain escalation management metrics to measure the effectiveness of resolution processes.
• Conduct training sessions for customer service representatives, focusing on conflict resolution, effective communication, and customer engagement.
• Keep the team updated on industry trends, best practices, and customer preferences.

Skills

Leadership

Team management

Communication

Problem solving

Customer service

Bilingual English/Spanish

Wedding travel knowledge

Job description

Fluency in English with conversational Spanish is required, and travel/wedding industry experience is a plus. The role offers career growth opportunities and a competitive compensation package.