Location: Seattle,WA, USA
For over 25 years, TCS World Travel has been enriching lives through our jet expeditions and custom itineraries.
Our all-inclusive journeys deliver unparalleled and meaningful experiences with exceptional quality and service in unique destinations around the globe. Discover the most direct, luxurious and personalized way to travel. Our team of passionate travel experts will take care of all the details, so our guests can get lost in the memorable moments.
We've been dedicated to enriching lives through travel since our founding in 1991. As pioneers in the private jet industry, TCS World Travel has developed and operated just shy of 300 luxury jet expeditions to more than 200 destinations. We are the most experienced jet expedition company in the world.
The director of guest services is responsible for the management of the guest experience post-booking for all TCS and partner private jet expeditions, partner journeys, small jet programs, and custom travel trips. He/she ensures guests preparation for their travel experiences is seamlessly managed. There's a wide variety of responsibility, including managing our guest services team, emergency and incident management, working with Sales and Marketing at collecting guest information, and sharing experience information with the guest. The director of guest services works closely with the Sales, Product Development and Operations teams to ensure our guest experience and operations are seamless and meet or exceed guest and partner expectations.
****Key Responsibilities****
* Lead the guest services team, including hiring, training, coaching, evaluating, mentoring, performance improvement for the Guest Service managers, coordinators and administrative staff.
* Lead the strategic messaging and communication flow for all post-booking guest contact to ensure the highest level of customer service and best possible guest experience, from their first call through their post-trip experience.
* Collaborate with the executive team and directors of Product Development, Sales and Operations to deliver a seamless guest experience and achieve commercial targets.
* Develop, document and manage to consistent processes and procedures both within the team and with cross-functional work, including the adoption of new technologies.
* Foster a collaborative and cohesive team environment with the Sales team for guest handover, as well as in working with other department to achieve strong results
****Qualifications****
* Bachelor's degree in hospitality management, public relations, business administration or related field is preferred
* Experience in best-in-class customer experience roles a must, preferably in the luxury segment
* Demonstrated ability to manage a team under pressure and monitor customer service, team activities and processes
* Knowledge of global destinations and demonstrated ability to leverage that experience relating to guests
* Experience managing analytics-based decision making, including driving reporting and technology to support analytics
* Exceptional communication skills and an ability to work with multiple departments and conflicting priorities
* Ability to remain calm and focused in stressful, time-pressured situations
Travel as required for trip departures (check-ins) or otherwise to connect with guests and product.
This role is critical to the commercial success of our business. It ensures our guests receive the exceptional service they're used to from our guest-facing teams. We want to hear from you if unparalleled customer service is in your DNA, your passion for travel is tangible, and you can keep a level head at all times. Please apply detailing on what makes you the best choice for this important role in your cover letter.