DMC Guest Services Specialist

Job Description:

Position Summary

The DMC 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.

Responsibilities and Accountabilities

Guest Support & Communication

• 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.

Issue Resolution

• 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

Quality Assurance & Compliance

• 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.

Administrative & Operational Duties

• 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

Skills and Abilities

• Customer Focus

• Communication

• Problem Solving

• Attention to Detail

• Time Management

• Collaboration & Teamwork

• Adaptability

• Relationship Management

Education

• Associate or bachelor’s degree.

• Knowledge of major North American destinations.

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

Special requirements

• 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.

Salary

• $50,000-$57,000

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.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.