Guest Services Manager, Luxury Travel

Kalos Golf seeks an experienced client services professional to serve as Guest Services Manager. Kalos Golf creates exceptional golf and leisure travel programs for discerning clientele aboard luxury cruise vessels, private air journeys, and land-based itineraries worldwide .

For more than three decades, Kalos has built a reputation for high-touch service, meaningful guest relationships, and meticulous attention to detail. Our travelers expect personalized attention akin to their private golf and country club environments. That begins with the Guest Services Manager, who serves as the primary guest relationship manager from initial inquiry through trip departure, and beyond. Successful Guest Services Managers help transform a travel transaction into a long-term repeat guest relationship.

S/he serves as a critical bridge between our guests, our office-based staff, and our Tour Directors in the field, ensuring that every traveler feels confident, informed and valued throughout their Kalos experience.

This role combines hospitality, consultative sales, relationship management, client communications, administrative duties, and internal operational coordination. It is a position requiring confidence, exceptional communication skills, strong organizational discipline, sound judgment, intuitive teamwork, and a genuine passion for hospitality.

• Serve as primary point of contact for assigned guests and prospects.
• Deliver individualized assistance that is warm, professional, and solution oriented.
• Develop familiarity with guest preferences, travel history, interests, and relationships within the Kalos community.
• Guide prospective guests through trip selection and reservation decisions.
• Effectively communicate the value, experience, and differentiators of Kalos programs.
• Support revenue objectives through consultative sales, conversion of qualified inquiries.
• Manage confirmations, waitlists, transfers, upgrades, and related guest requests.

• Conduct frequent phone and email communications with guests.
• Communicate regularly and professionally with affluent, well-traveled clientele.
• Manage sensitive conversations with diplomacy and discretion.
• Coordinate response to guest concerns, recovery efforts, issue resolutions when needed.

• Develop detailed knowledge of itineraries, destinations, golf courses, ships, hotels.
• Collaborate with Marketing, maintaining familiarity with current and future programs.
• Liaise with Tour Directors and Tour Planners to continuously improve product knowledge and operational processes .

• Maintain accurate and complete guest records, documenting interactions, preferences, and trip-related information as well as helping fulfill special requests.
• Ensure data accuracy, quality, and consistency across client files and reservation records.
• Support production of guest-facing materials and trip documents.

• Minimum 5-8 years of experience in a client-facing environment such as hospitality, luxury travel, customer relationship management, private clubs, concierge services, event management, or other comparable area
• Strong organizational skills and impeccable attention to detail
• Proven ability to calmly manage multiple priorities simultaneously, on deadline
• Ability to work independently and take ownership of individual projects
• Willingness to contribute to team projects and support colleagues as needed
• Professional telephone presence and strong interpersonal skills
• Exceptional active listening and verbal and written communication skills
• Existing proficiency with Microsoft Word, Excel, Teams, One Drive

• History of working with sophisticated, high-expectation clientele
• Familiarity with reservation management systems, guest databases or CRM platforms, especially File Maker Pro and/or Hub Spot
• Experience working in travel, cruise or golf environments
• International travel experience
• Knowledge of golf
• Experience using MAC computer hardware

• Willingness to work onsite full-time in a traditional office environment 4-5 days weekly
• Occasional evening/weekend responsibilities specific to guest events or communications
• Occasional domestic and international travel (less than two weeks annually)
• Competitive compensation plan commensurate with experience
• Opportunity to earn an annual bonus
• Complete benefits package, including health coverage for the employee and company…