Job Title: GUEST RELATIONS & COMMUNITY ENGAGEMENT SPECIALIST

Company: Enchanting Travels

Location: Escazú, Costa Rica

Job Type: Full Time

Enchanting Travels is a vibrant, innovative company specializing in outstanding tailor-made journeys across 50+ countries in Asia, Africa, Latin America, Europe, and Oceania. Founded in 2004 and owned by Travelopia, the world’s leading collection of experiential travel brands, we have fulfilled the travel dreams of thousands of guests worldwide. Our progress is supported by a dedicated, diverse team of 160 individuals from 17 nationalities, collaborating across offices in the USA, Germany, India, Costa Rica, South Africa, and Kenya.

We are looking to hire a Guest Relations and Community Engagement Specialist to join our team! Reporting to the Head of Repeat Guest Marketing and PR, you’ll play a supporting role in leading guest relationships, both online and offline, in our English-speaking markets. This role involves community engagement and intervention management as two primary areas of focus.

What we’ll offer:

• 15 vacation days per year.
• Birthday off.
• Health insurance
• 13th-month bonus
• EAP (Employee Assistance Program)
• Employee Group Travel Benefits
• Hybrid work environment

What you’ll do:

• Optimally handle non-critical and critical feedback from guests who have traveled with us.
• Drive the generation of online reviews on Trust-Pilot and Google Places.
• Support the planning, organization, and execution of guest events and webinars for U.S. and Canadian guests.
• Support the development and execution of marketing outreach campaigns to our repeat guests. This could range from surveys to the coordination of offline mailings.

What you’ll bring:

• Proven work experience, preferably in the hospitality industry, customer service, marketing, or sales, including a minimum of 2 years of experience in direct guest communications in the US market
• Experience in customer service critical issues/complaint management and working for travel brands in the US market are plus.
• Outstanding organizational skills, excellent communication and interpersonal skills, and a cool head in every situation
• You enjoy interacting with guests, you can actively listen and you work from the guest's perspective
• Outstanding problem-solving abilities and prioritization skills
• You are collaborative, committed to delivering high-quality work
• Flexible, agile, adaptive, and open to learning
• Ability to investigate and implement root cause analysis.

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to encouraging a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive environment for all. If you need accommodations during the recruitment process, please advise us here: Talent@Travelopia.com

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Posted: 21/03/2025