5+ years in client-facing roles within hospitality or luxury travel
Strong organizational skills with attention to detail
Ability to manage multiple priorities under pressure
Independent worker with team support skills
Exceptional interpersonal and communication skills
Proficient in Microsoft Office Suite and CRM systems
Willingness to travel internationally and work flexible hours
Responsibilities
Build and nurture relationships as the primary contact for guests
Understand guest preferences and travel history
Guide guests through trip selection and reservations
Drive revenue through consultative sales
Manage guest requests with precision and care
Engage with affluent clientele via phone and email
Coordinate service recovery and issue resolution
Maintain accurate guest records and documentation
Benefits
Comprehensive health benefits including medical coverage
Retirement savings plan with company contributions
Generous paid time off allowance
Group-wide travel discounts
Full Job Description
We're looking for an experienced client services professional to join us as Guest Services Manager, based onsite in Chapel Hill, North Carolina. As the primary relationship manager for our guests, you'll provide the personalized, high-touch service Kalos is known for, supporting travelers from their initial inquiry through departure and beyond.
You'll combine consultative sales, relationship management, and administrative coordination to make every traveler feel confident, informed and valued, transforming a travel transaction into a long-term repeat guest relationship. You'll build lasting guest relationships while connecting our travelers, office-based teams, and Tour Directors to create a seamless experience.
What we'll offer:
Competitive base salary of $100,000 to $110,000 plus a performance-based bonus (5% target, up to 10%)
Comprehensive health benefits; medical coverage for the employee included
Retirement savings plan with company contributions
Generous paid time off allowance
Group-wide travel discounts
What you'll do:
Build and nurture meaningful relationships as the primary point of contact for assigned guests and prospects, delivering warm, professional, and solution-oriented support at every touchpoint
Develop a genuine understanding of guest preferences, travel history, and interests
Guide prospective guests through trip selection and reservation decisions, compellingly communicating the value and unique differentiators of our programs
Drive revenue through consultative sales and the confident conversion of qualified inquiries
Manage confirmations, waitlists, transfers, upgrades, and related guest requests with care and precision
Engage confidently with affluent, well-travelled clientele via phone and email, navigating sensitive conversations with diplomacy and discretion
Coordinate responses to guest concerns and lead service recovery and issue resolution efforts when needed
Build rich product knowledge across itineraries, destinations, golf courses, ships, and hotels
Collaborate with Marketing and liaise with Tour Directors and Tour Planners to continually strengthen documentation and processes
Maintain accurate and complete guest records, ensuring data integrity and consistency across all client files and reservation systems
Support the production of guest-facing materials and trip documentation
What you'll bring:
Proven experience in a client-facing environment such as hospitality, luxury travel, relationship management, private clubs, concierge services, event management or other comparable area
Strong organisational skills and meticulous attention to detail
Proven ability to manage multiple priorities calmly and confidently under deadline pressure
Ability to work independently and take ownership, as well as support teammates
Professional telephone presence and exceptional interpersonal skills
Outstanding active listening alongside strong verbal and written communication skills
Proficiency with Microsoft Word, Excel, Teams, and OneDrive
Comfort with occasional international travel (under two weeks annually) and flexibility for occasional evening or weekend responsibilities tied to guest events
Nice to have:
Experience working with sophisticated, high-expectation clientele
Familiarity with CRM platforms or reservation management systems, particularly FileMaker Pro and/or HubSpot, and Mac hardware
Background in travel, cruise, or golf environments
International travel experience and/or knowledge of golf
