Guest Services Manager

About the role

Kalos Golf, part of Travelopia Group, offers small-group golf and travel experiences. It is looking for an experienced client services professional to join as Guest Services Manager, based onsite in Chapel Hill, North Carolina. As the primary relationship manager for guests, you will provide personalised, high-touch service from initial inquiry through departure and beyond, combining consultative sales, relationship management and administrative coordination.

Key responsibilities

• Be the main point of contact for assigned guests and prospects, building and nurturing meaningful relationships
• Understand guest preferences, travel history and interests, and guide them through trip selection and reservations
• Drive revenue through consultative sales and converting qualified inquiries
• Manage confirmations, waitlists, transfers, upgrades and related guest requests
• Handle guest concerns by phone and email, leading service recovery and issue resolution when needed
• Build product knowledge across itineraries, destinations, golf courses, ships and hotels
• Work with Marketing and liaise with Tour Directors and Tour Planners to improve documentation and processes
• Maintain accurate guest records and support guest-facing materials and trip documentation

Required profile

• Proven experience in a client-facing role such as hospitality, luxury travel, relationship management, private clubs, concierge or event management
• Strong organisational skills, attention to detail and ability to handle multiple priorities under deadline pressure
• Ability to work independently and support teammates
• Professional telephone presence, active listening and strong verbal and written communication
• Nice to have: experience with sophisticated clientele, familiarity with CRM or reservation systems (FileMaker Pro and/or HubSpot) and Mac hardware, and background in travel, cruise or golf

Required skills

• Microsoft Word, Excel, Teams and OneDrive
• Nice to have: CRM or reservation management systems, FileMaker Pro and HubSpot

What we offer

• Base salary of $100,000 to $110,000 plus a performance-based bonus (5% target, up to 10%)
• Health benefits with medical coverage for the employee
• Retirement savings plan with company contributions
• Paid time off and group-wide travel discounts