Guest Services and Entry Requirement Specialist

As a leader in small group travel, Odysseys Unlimited designs and operates exceptional guided tours around the world, giving guests the opportunity to experience the rich cultures, history, and people of the places we visit. We are committed to a culture of excellence, career growth, and fostering an inclusive environment at our headquarters in Newton, Massachusetts and wherever our travels take us. We value diverse perspectives and believe that solutions can, and should, come from everyone. Our team is made up of adventurous, dedicated individuals who take pride in helping our guests realize their travel dreams. Our employees are part of a company committed to making a positive impact by giving back both locally and to the communities we visit abroad. We are an equal opportunity employer, offering a collaborative and supportive environment where you can discover all the travel industry has to offer.

Title: Guest Services & Entry Requirement Specialist
Reporting To: Senior Manager, Guest Communications

Job Summary
This position is primarily responsible for: managing the workflow of required travel documentation, providing support and guidance for both guests and employees with relation to travel entry requirements, and providing the highest level of customer service for guests requiring specialized travel services. In addition, this position will respond to pre-departure and post-tour correspondence via email, letter, and phone communications to support the department as needed. This position requires a candidate who possesses excellent communication, organizational, customer service, and research skills.

Responsibilities

- Research entry requirements for new and existing tours and destinations

- Create and maintain written pre-departure guest communications for entry requirements; update and maintain all internal, and guest-facing, documents and reference materials

- Collect information from guests and follow up accordingly to ensure proper documentation is obtained for applicable reservations; update and maintain reservation and customer information in accordance with company guidelines and overall quality assurance as required

- Act as liaison between Odysseys Unlimited and current visa service provider

- Serve as a resource and subject matter expert for colleagues and guests with relation to entry requirements; assist guests with completing entry requirement forms as needed and navigating escalated/last-minute application processes

- Assist with preparing data and presenting in the quarterly Entry Requirements meetings

- Establish on-going relationships with guests reserved on back-to-back tours or private departures; assist with specialized, individual travel services and requests, coordinating with other departments as needed

- Deliver superior customer service through both verbal and written communications in a professional, knowledgeable and timely manner to facilitate a seamless pre-tour experience for guests

- Compose email correspondence that is professional and grammatically correct with content specific to the issue and our guests within specified service levels, standards and policies

- Assist with creating customized, professional responses to post-tour letters and evaluations that appropriately address specific issues

- Provide back-up for incoming customer telephone calls for service and sales while maintaining the highest degree of professionalism and telephone etiquette on all calls taken

- Assume other responsibilities as deemed necessary

Qualifications

- Bachelor’s degree in communications or writing, or equivalent coursework/experience

- Minimum of two years in a customer service environment

- Strong written and verbal communication skills including excellent spelling, grammar, and proof-reading skills as well as the ability to deliver clear and concise communications to both guests and staff

- Excellent organizational skills and high attention to detail and quality assurance

- Ability to multitask and work in a fast-paced, timeline-oriented environment

- Ability to work independently with minimal direction, and to exercise discretion and judgement in areas of responsibility

- Excellent computer skills including MS Word, Excel, and Outlook

- Research skills and experience with international visa requirements and regulations preferred

- Travel Counselor or Guest Communications Coordinator experience preferred

Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.