Global Guest Experience Manager

OUR VISION: To create and deliver unique and authentic once-in-a-lifetime experiences so that our guests can have enriching memories to cherish for a lifetime.

OUR MISSION: Aqua Expeditions offers customized luxury travel experiences aboard vessels of elegant, contemporary design, centered around immersive culture and wildlife excursions unique to each location, award-winning cuisine by renowned chefs, personalized guest service, and a commitment to community, sustainability and preservation.

4 CORE VALUES:

A: We value AUTHENTICITY, believing in the unique talents of each individual and the importance of integrity.

Q: We aim for QUALITY, emphasizing a service-oriented approach and shared knowledge.

U: We believe in UNITY, and prioritize effective teamwork.

A: We hold deep ADMIRATION and respect for our environment, collaborating closely with local communities to foster responsible practices that protect and conserve nature.

Sounds great – what’s the role in a nutshell?

* The Global Guest Experience Manager
leads the team of Guest Relations Coordinators (GRCs), serving as a strategic and operational cornerstone in delivering a personalized, seamless guest experience from pre-departure to post-expedition. This role is key to enhancing satisfaction and loyalty through digital innovation, operational precision, and a deep commitment to service excellence in the luxury expedition cruise sector.

* The ideal candidate is a multilingual hospitality professional with a strong background in luxury tourism operations and reservations, possessing a keen eye for process optimization, guest satisfaction and digital transformation.

Must have full professional fluency in English and Spanish.

Your passion is:

Leadership & Team Management

* Supervise, support, and develop the Guest Relations Coordinator team, ensuring consistency and excellence in guest interaction.

* Establish performance metrics and provide coaching and training focused on high-end guest service and operational efficiency.

* Lead by example in delivering exceptional service and maintaining professional communication. Fluency in English and Spanish is required; French is desirable.

Digital Process Innovation

* Champion automation and digital solutions to streamline workflows and improve guest satisfaction and team efficiency.

Guest Experience Strategy

* Design and implement guest engagement strategies pre- and post-cruise to boost brand loyalty and satisfaction.

* Handle escalated guest feedback or complaints with empathy and efficiency, ensuring all issues are logged and addressed in the CRM.

Cross-Departmental Collaboration

* Liaise regularly with Operations, Sales, and Reservations to ensure a seamless transition and communication of guest needs.
* Coordinate special guest requests or customizations, ensuring feasibility, follow-up, and premium delivery.

What are we looking for?

* Bachelor’s Degree in Tourism, Hospitality Management, or related field. Master’s Degree is preferred.
* Minimum 5 years in guest relations, luxury tourism operations, or upscale hospitality, including team leadership experience.
* Ability to work remotely, while maintaining excellent communication and alignment with global teams across different time zones.
* Must have full professional fluency in English and Spanish, proficiency in French is appreciated.
* This role is offered under an Independent Contractor Agreement.

Apply Now and Let's Shape the Future Together!