Guest Services Manager, Expeditions
hace 3 semanas
About TCS Expeditions
TCS Expeditions is a leading provider of luxury travel experiences, offering bespoke journeys to unique destinations around the globe. With over 30 years of experience, we have developed and operated over 300 expeditions to more than 200 destinations.
The Opportunity
The Guest Services Manager provides direct support and service to TCS Expeditions guests on private custom travel trips. This role is responsible for handling all guest-related elements of multiple trips, including pre- and post-trip documentation, preparation, and communication of trip details, as well as answering guest questions.
Key Responsibilities
- 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 trust and instilling confidence.
- Advocates for guests with third-party providers such as insurance, visa services, etc.
- Uses a variety of tools and software to coordinate and maintain trip and guest data.
- Proves 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, mentorship, 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).
Requirements
- 3+ years' experience in a customer service setting.
- Experience in a luxury brand environment, and/or travel or hospitality is beneficial.
- Outstanding communication 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 sophisticated details, respond to guest inquiries, and resolve concerns or problems, particularly in instances where time is short, and guests require immediate assistance.
- Proven ability to work cross-organizationally with other team members.
- Proficient in Microsoft Excel, Word, and Outlook.
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.
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