Guest Relations Manager

Guest Relations Manager – Australia & New Zealand 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 3000 staff in over 70 offices in more than 83 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. About the Role The Guest Relations Manager is responsible for ensuring seamless service delivery to all A&K clients (FIT, Tour Series and Ad‑Hoc Groups) on ground in Australia & New Zealand to ensure delivery of the ultimate holiday experience. You will actively contribute to the execution of seamless on‑ground arrangements through the provision of operational support to a team in the following areas: flagging VIP clients with key supplier partners, identifying and implementing surprise & delight moments, developing and retaining good relationships with all suppliers. Key Responsibilities Action on‑ground booking changes and new services as directed by the team or guests. Processing client & supplier payments for on‑ground changes. Maintaining financial transactions for changes that occur on ground and ensuring reservation system is updated including invoicing, margins, supplier payments, credit notes etc. Providing client updates to guides to ensure continuity of service. Providing regular updates to the travel specialist and travel agent on clients on ground movements through directly speaking with guests and speaking with guides/partner suppliers who are hosting our guests. Providing updated travel documentation to clients for on‑ground changes. Assisting with airline flight changes, luggage and seating requests. Conducting a welcome call for all on‑ground clients for the FIT Inbound department. Assisting with identifying and arranging surprise and delight moments for VIP clients to ensure guest expectations are exceeded. Facilitating gifts and welcome notes for VIP guests. Weekly reporting requirements for guests on ground. Managing quality control reporting and feedback and liaising with the various internal departments or suppliers around any QC issues. Investigating complaints and service issues followed by communicating this information to the relevant team members, agents and external supplier. Assisting with any overflow of operational tasks as directed. Carrying the emergency phone on a roster basis & during peak travel periods. Managing the emergency phone roster and procedures. Providing secondary escalation support on the emergency phone. Maintaining effective communication with the New Zealand Guest Relations team regarding guests travelling between both countries. Leading, coaching and motivating the Guest Relations Coordinator to deliver exceptional service. Conducting regular one‑on‑one check‑ins with the Guest Relations Coordinator. Managing the performance review process for the Guest Relations Coordinator. Meeting guests travelling with A&K where required. Representing A&K on familiarisation trips, trade shows, hosted agent familiarisations and functions outside work hours when required. The Successful Applicant Will Have Extensive experience (5+ years) in a customer service, guest services, operational/logistics role. Experience in team leadership or management is required to effectively lead and develop the Guest Relations Coordinator. Proven experience handling customer complaints. Prior experience in the travel industry is preferred. Experience working for an Inbound Tour Operator would be an advantage. Experience with GDS (Amadeus preferred) would be an advantage. Product knowledge of Australia and New Zealand is an advantage. Proficient in Microsoft Office (Word, Excel, Power Point & Outlook). Experience using an in‑house Reservations System (Travel Studio experience would be considered an advantage). Proven exceptional customer service and rapport building skills. Committed to the highest level of customer service. High degree of attention to detail. Excellent communication skills – both written & verbal. Team player is a must with an enthusiastic approach to the job. Willingness to take on challenges. Strong time management skills are essential. Flexibility with working hours essential. Australian work rights are required for this position. Why work for A&K? 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. 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. Investment in our staff with both in‑house and external training opportunities. Opportunity to progress your career, not just in Australia but as part of our global business. Access to our Employee Assistance Program (EAP). Work in the enviable CBD office location. Opportunity to work from home as part of our hybrid working from home/office model. Monthly birthday celebrations and other team activities. 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. How to Apply If you meet the selection criteria and have appropriate work rights, we would love to hear from you. Please send your resume and a covering letter outlining your suitability for the role. For more details and to view the full job description visit our website EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr