Guest Services Manager

hace 4 meses

San José, Costa Rica TCS Expeditions A tiempo completo

**About Us**:
TCS World Travel is part of the Travelopia group, which is one of the world’s leading specialist travel groups providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting-based school trips, corporate hospitality, and sporting event fan travel. Private equity owned by KKR, Travelopia is headquartered in the UK with offices and marine bases all over the world.

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 significant 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, Condé Nast Traveller Readers’ Choice Awards, and Departures Legend Awards among others.

**The Opportunity**:
The Guest Services Manager (GSM) provides direct support and service to TCS guests on luxury group jet expeditions and private custom travel trips. This role is responsible for leading all guest-related elements of multiple trips, handling pre
- and post-trip documentation, preparing, and communicating trip details, and answering guest questions. This role is based in our Seattle office and may travel sporadically to domestic and international trip check-ins.

**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 establishing rapport and instilling confidence.
- Advocates for guests with third-party providers such as insurance, visa services, etc.
- Handles guest-facing elements of trip check-ins including travelling to, and guiding other staff during check-ins.
- Applies a variety of tools and software to coordinate 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 fulfil 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.
- Proven 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.

**Travel required**:
Requires travelling domestically or internationally to attend expedition departures.

**Our Commitment to Equity, Diversity & Inclusion**:
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 inspiring change through increasing awareness of, and counteracting, unconscious bias, building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.

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