Guest Services Manager

Travelopia; Chapel Hill (NC); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Competitive base salary

Health benefits

Retirement plan

Generous PTO

Travel discounts

Job summary

Kalos Golf, based onsite in Chapel Hill, North Carolina, seeks an experienced Guest Services Manager to deliver personalized, high-touch service from inquiry through departure. You’ll manage guest relationships, coordinate travel details, and guide premium itineraries while collaborating with teams to ensure seamless experiences for discerning travelers.

The role emphasizes consultative sales, relationship management, and flawless administration, with travel to client events as needed.

Qualifications

• 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 organizational 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.

Responsibilities

• 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, communicating the value and 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 with affluent, well-travelled clientele via phone and email with diplomacy and discretion.
• Coordinate responses to guest concerns and lead service recovery and issue resolution efforts.
• Build rich product knowledge across itineraries, destinations, golf courses, ships, and hotels.
• Collaborate with Marketing and liaise with Tour Directors and Tour Planners to strengthen documentation and processes.
• Maintain accurate guest records across all client files and reservation systems.
• Support production of guest-facing materials and trip documentation.

Skills

Client-facing experience

Exceptional organizational skills

Multitasking under deadline pressure

Independent working and ownership

Professional telephone presence

Active listening and communication

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

OneDrive

Job description

Kalos Golf creates distinctive small-group travel experiences that combine outstanding golf at both world-renowned courses and private hidden gems, paired with unique cultural and touring opportunities. Each journey is carefully designed to delight golfers and touring guests alike, offering exclusive access and seamless, hosted travel to exceptional destinations worldwide. With a focus on quality, personal service, and attention to the smallest details, every itinerary delivers a truly memorable experience on and off the course.

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

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: [e-mail]