Guest Service Manager

About the role

TCS World Travel is seeking a Guest Service Manager to oversee the full guest journey for its luxury expedition clientele. Reporting to the Director of Guest Services, you will act as the primary liaison for travelers before, during, and after their trips, ensuring every touchpoint is smooth and memorable.

Key responsibilities

• Serve as the main point of contact for guests, providing personalized support from booking through post‑trip follow‑up.
• Guide guests through trip preparation, delivering detailed information, answering questions, and coordinating travel documentation.
• Manage guest communications, welcome materials, and logistics in collaboration with internal teams and external partners such as insurance and visa providers.
• Oversee guest‑facing activities at departures and check‑ins, including occasional travel to support expedition launches.
• Maintain accurate guest and trip data across multiple systems, ensuring timely and high‑quality deliverables.
• Identify and resolve issues proactively, offering calm, professional support in time‑sensitive situations.
• Work closely with cross‑functional teams to drive operational excellence and a culture of safety.

Required profile

• Experience in customer service, guest relations, hospitality, travel, or a related field.
• Strong passion for delivering exceptional service and creating memorable experiences.

Required skills

What we offer

• Competitive base salary ($35,000–$38,000 annual) plus a 2%–5% bonus scheme.
• Comprehensive health benefits and a retirement savings plan with company contributions.
• Generous paid time off, birthday day off, and flexible hybrid working schedules.
• Parental leave, family‑supportive policies, and charity/volunteering time off.
• Group‑wide travel discounts.