Guest Service Manager

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.

We are looking for a Guest Services Manager to join our team! Reporting to the Director of Guest Services , you'll play a critical role in delivering exceptional service throughout the guest journey, helping ensure every traveler feels informed, supported, and excited from the moment they book until long after they return home. You'll build trusted relationships with our guests, coordinate key trip preparations, and serve as an important advocate who helps create seamless, memorable travel experiences.

What we’ll offer:

• Competitive base salary ($35.000 to $38.000 annual) and bonus scheme (2% to 5%) 
• Comprehensive health benefits
• Retirement savings plan with company contributions
• Generous paid time off allowance and birthday day off
• Flexible hybrid working schedules 
• Parental leave and family-supportive policies
• Charity or volunteering time off
• Group-wide travel discounts

What you’ll do:

• Serve as the primary point of contact for guests before and after their journeys, delivering personalized support and building lasting relationships.
• Guide guests through trip preparation by providing detailed information, answering questions, and ensuring they feel confident and ready to travel.
• Coordinate guest communications, travel documentation, welcome materials, and trip-related logistics with exceptional attention to detail.
• Partner with internal teams and external providers, including insurance and visa partners, to help resolve guest needs and challenges.
• Manage guest-facing activities during trip departures and check-in events, occasionally traveling to support expedition launches.
• Maintain accurate guest and trip information across multiple systems and platforms.
• Review documentation for accuracy and ensure deliverables are completed on time and to the highest standards.
• Proactively identify and resolve issues, providing calm, professional support in time-sensitive situations.
• Collaborate closely with cross-functional teams to create seamless guest experiences and operational excellence.
• Contribute to a culture of safety by following company health, safety, and operational standards.

What you'll bring:

• Experience in customer service, guest relations, hospitality, travel, or a related field.
• A passion for delivering exceptional service and creating memorable experiences.
• Strong relationship-building skills with the ability to quickly establish trust and rapport with a diverse range of guests.
• Excellent verbal and written communication skills, including confidence managing conversations by phone and email.
• The ability to explain complex information clearly and professionally.
• A proactive, solution-oriented approach to resolving challenges and supporting guests.
• Strong organizational skills and attention to detail when managing multiple priorities and deadlines.
• Experience working collaboratively with cross-functional teams in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Experience within luxury travel, hospitality, or premium customer experience environments is an asset.
• Personal international travel experience and a curiosity about world cultures are highly valued.

Working Hours & Availability:

• This position supports guests and business operations across North America and requires availability Monday through Friday during Pacific Time business hours (8:00 a.m. to 5:00 p.m. PT) .
• For team members based in Costa Rica, the expected working schedule is generally 9:00 a.m. to 6:00 p.m. Costa Rica time during Pacific Standard Time (PST) and 10:00 a.m. to 7:00 p.m. Costa Rica time during Pacific Daylight Time (PDT).
• Flexibility to support occasional time-sensitive guest needs, trip departures, or travel-related activities may be required.
• A valid U.S. Visa is required for this position, as the role includes occasional travel to support guest check-ins, expedition departures, and other business-related activities.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accessibility support during the recruitment process, please inform us here: View email address on globalcareers.travelopia.com

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