Remote Guest Relations/Customer Service Specialist

Pavlus Travel & Cruise is a leading luxury travel agency dedicated to creating exceptional experiences for clients. The Guest Relations Specialist role involves serving as the primary point of contact for guests post-booking, managing various guest requests, and ensuring a proactive service experience that exceeds expectations.

Responsibilities:

• Serve as the primary post-booking support resource for guests
• Assist guests with hotels, transfers, dining requests, special accommodations, travel documentation, and other travel-related needs
• Communicate with travel suppliers, cruise lines, tour operators, and vendors to resolve guest concerns and fulfill requests
• Research and resolve complex travel issues while maintaining a high level of professionalism and empathy
• Manage a high-volume email inbox and telephone queue while meeting departmental service standards
• Document all guest interactions accurately and thoroughly
• Identify opportunities to enhance the guest experience through proactive service and personalized attention
• Support the sales team by helping ensure a seamless transition from booking to travel
• Stay current on supplier policies, promotions, products, and industry developments
• Contribute to departmental goals and performance metrics while maintaining a collaborative team environment

Requirements:

• Patience & Empathy: Our guests need to know that you genuinely care about their experience and are willing to go the extra mile to assist them
• Problem Solving: You will encounter a variety of situations that require critical thinking, creativity, resourcefulness, and sound judgment
• De-escalation: You must be able to confidently and professionally assist guests who may be frustrated, disappointed, or experiencing travel-related challenges, while helping them feel heard and supported
• Tenacity: You are committed to following through and ensuring guests receive the highest level of service possible. You do not take shortcuts when a guest needs assistance
• Communication Skills: You can actively listen to guest concerns and communicate solutions clearly, professionally, and positively
• Hospitality Mindset: You possess a genuine passion for helping people and creating memorable experiences through exceptional service
• Adaptability: You are comfortable managing changing priorities, unexpected situations, and evolving guest needs
• Time Management: You can effectively prioritize multiple tasks while maintaining accuracy and responsiveness
• Teamwork: You enjoy collaborating with colleagues and supporting both your department and the broader organization
• Experience with Microsoft Word, Excel, and Outlook
• Exceptional organizational and multitasking abilities
• Strong written and verbal communication skills
• Excellent phone etiquette and interpersonal skills
• Experience managing high-volume email correspondence
• Ability to work independently in a remote environment
• Strong attention to detail and follow-through
• Prior customer service, hospitality, travel, or call center experience preferred