Experienced Guest Relations Manager fluent in German is required for a luxury award winning Travel Company. Key Responsibilities: *Responsible for written correspondence and oral communication to all guest-related issues and concerns *Maintain database regarding nature of issues and concerns *Serve as additional contact person in case of guest emergency *Work with and support staff as necessary to resolve issues *Learn and understand the complex needs of the fleet and be adaptable to assisting with them *Responsible for keeping the Vice President, Guest Relations, Managing Director - UK, Ireland, Middle East and Africa and Managing Director - Europe and Asia apprised of serious guest-related issues *Work with company attorneys and serve as company's additional official representative at legal mediations and court trials involving guest claims when necessary *Direct interaction and communication with all levels of management and internal staff *Analyze database on a quarterly basis to prepare status report for senior management as requested Handle guest insurance claims and guest medical debarks *Implement new processes as needed to enhance and streamline department functionality *Analyze and enhance current automated processes for greater ease of use and for refined and accurate reporting *Other related duties as requested Skills Required: *Excellent written/verbal communication skills in English and German *Ability to work with worldwide office and shipboard staff *4 year College/University degree required *Proficiency in MSWord and MS Excel *Strong diplomatic skills (ability to listen, empathize and respond to guest and travel partner complaints) *Positive approach and enthusiasm *Ability to rise above complaint negativity to retain guest goodwill and patronage *High degree of personal initiative, adaptability and a built-in, self-starting mechanism *Travel industry related experience preferred *Ability to rise above complaint negativity to retain guest goodwill and patronage *High degree of personal initiative, adaptability and a built-in, self-starting mechanism The Package: *Salary dependent on experience circa £30k plus company benefits Interested: *If you would like to apply for the position please click ' APPLY' or email your CV to helen@traveltraderecruitment.co.uk or call Helen on 02038879444