Guest Services Specialist

Abercrombie & Kent • Downers Grove, IL

23h • $50,000 - $57,000 • Hybrid

About The Position

Position Summary The Guest Services Specialist provides real-time support to guests traveling with Abercrombie & Kent DMC in the USA & Canada. The role ensures seamless delivery of all itinerary components, manages on-ground adjustments, coordinates with supplier partners, and helps create exceptional guest experiences throughout the journey.

Requirements

• Customer Focus
• Communication
• Problem Solving
• Attention to Detail
• Time Management
• Collaboration & Teamwork
• Adaptability
• Relationship Management
• Associate or bachelor’s degree.
• Knowledge of major North American destinations.
• Hybrid role based in A&K’s Downers Grove, IL office (4 days in-office, 1 day remote)
• Participation in rotational emergency phone duty.
• Occasional evening and weekend availability.

Nice To Haves

• Foreign language proficiency is an advantage (Spanish, French, German, Portuguese).

Responsibilities

• Serve as the primary point of contact for guest inquiries via phone, email, or chat.
• Provide on-ground support during guest travel, including itinerary or service changes.
• Communicate schedule adjustments, service updates, and operational changes promptly.
• Assist with guest documentation, inclusions, confirmations, check-ins, and experience enhancements.
• Record all on-ground changes and financial transactions in Travel Studio.
• Maintain communication with Travel Consultants and Travel Advisors as required.
• Identify and resolve guest concerns with urgency, professionalism, and empathy.
• Coordinate with suppliers to address on-ground issues.
• Continuously seek opportunities to improve on the ground operational excellence
• Maintain current knowledge of A&K destinations, products, and procedures.
• Follow Standard Operating Procedures, including reconfirmations, guide notes, run-of-shows, ePhone entries, and booking close-outs.
• Oversee NPS post-travel survey fulfillment & monitor results.
• Ensure compliance with data privacy and travel industry standards.
• Process payments, booking updates, confirmations, and travel documentation.
• Update CRM and reservation systems with accurate information.
• Prepare daily operational reports.
• Reconcile booking components and submit financial information to Accounting.
• Communicate itinerary or financial changes to the Product and Travel Consultant teams

Benefits

• A&K offers a large portfolio of competitive benefits to all eligible, full-time employees.
• Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts.
• Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with a generous company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees