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TCS World Travel has hosted guests on adventures of a lifetime for over 30 years. We have developed and operated over 300 expeditions to more than 200 destinations. Our all-inclusive journeys deliver unparalleled and meaningful experiences in unique destinations around the globe. TCS operates luxury jet tours under its own brand as well as for strategic partners, including Four Seasons as well as custom, bespoke travel experiences. Our expertise has led us to be the most-awarded jet expedition company in the world, winning accolades over multiple years in the Travel + Leisure World’s Best Awards, AFAR travelers’ Choice Awards, Conde Nast Traveller Readers’ Choice Awards and Departures Legend Awards among others.
The Opportunity
We are looking to hire a Guest Services Manager to join our team! The Guest Services Manager (GSM) provides direct support and service to TCS guests private custom travel trips. This role is responsible for managing all guest-related elements of multiple trips, handling pre- and post- trip documentation, preparation, and communication of trip details, and answering guest questions.
Location: Seattle, WA preferred, open to remote in USA
Travel Opportunities: Exciting travel opportunities both domestically and/or internationally to attend expedition departures.
Salary Range: $65-70k USD
What you will be doing:
Personally accountable for all guest interactions before and after a trip, taking an active and genuine interest in each guest with a specific focus on consciously building rapport and instilling confidence.
Initiates and answers phone calls and emails; explaining trip details, confirming travel information, and answering pre-trip questions.
Advocates for guests with third party providers such as insurance, visa services, etc.
Utilizes a variety of tools and software to organize and maintain trip and guest data.
Proofs documents for accuracy, and personally follows up to ensure that documents are finalized, accurate and sent according to established deadlines.
Leads efforts to fulfill bookings for assigned trips (including the creation of welcome documentation and recording guest details in databases).
Provides unflappable advice, guidance, and support to guests and other staff alike. Able to overcome and resolve any issues or challenges that arise before, during and/or after a trip.
Knowledge of all company Health & Safety standards and execution of applicable responsibilities is outlined in the company Safety Management System (SMS).
What we are looking for:
3+ years’ experience in a customer service setting.
Experience in a luxury brand environment, and/or travel or hospitality is very helpful.
Exceptional social skills including the ability to rapidly build rapport with high-net-worth individuals.
Demonstrated strength in customer service, particularly in engaging over the phone to explain complex details, respond to guest inquiries, and resolve concerns or problems, particularly in instances where time is short, and guests require immediate assistance.
Demonstrated ability to work cross-organizationally with other team members.
Proficient in Microsoft Excel, Word, and Outlook.
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions. TCS World Travel is an equal opportunity employer.
We look forward to hearing from you!
