Guest Relations Manager

Lindblad Expeditions

Guest Relations Manager for Lindblad Expeditions addressing guest feedback and enhancing satisfaction through effective communication and analysis. Leading analysis of guest experience metrics and performance data.

Posted 7/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

Join us as the Guest Relations Manager and serve as the first and primary point of contact for all post-trip guest feedback.
Guest feedback can be received by phone, email, letter, and through electronic post voyage survey.
The Guest Relations Manager bridges frontline guest relations and company-wide guest experience analytics.
Responsible for directly engaging guests to resolve concerns and enhance satisfaction.
Lead the analysis of post-trip guest feedback and performance metrics.
Transform feedback into insights and deliver executive-level reporting that informs strategic decision-making across the organization.
This position requires strong analytical skills with experience interpreting survey data and performance metrics, active listening skills, excellent interpersonal skills, the ability to write and communicate with finesse, attention to detail, and the ability to respond carefully in a time-sensitive environment.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Survey Data InterpretationPerformance Metrics AnalysisGuest Complaint HandlingService RecoveryTime Management

Soft Skills

Active ListeningInterpersonal SkillsAttention to DetailCommunication Skills