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

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 managing all guest-related elements of multiple trips, handling pre- and post- trip documentation, preparation, and communication of 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.

Location: Seattle, WA (Hybrid)

Travel: Exciting travel opportunity both domestically or internationally to attend expedition departures.

What you will be doing:

• Personally accountable for all guest interactions before and after a trip, taking an active and genuine curiosity about 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.
• Manages guest facing elements of trip check-ins including traveling to, and guiding other staff during check-ins.
• Utilizes a variety of tools and software to prioritize 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, mentorship, and support to guests and other staff alike. Able to overcome and resolve any issues or challenges that arise before, during and/or following a trip.
• Work directly with trip sponsors and representatives of valuable TCS partners and clients both in person, and by email and phone.
• 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 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.

TCS World Travel is an equal opportunity employer.

We look forward to hearing from you!