3 weeks ago

Guest Experience Manager

EU REMOTE £45K-£55K + Bonus Permanent

Our new client had us squealing with excitement when telling us what they are up to (I wish we were joking haha!). This values led and owner run agency are changing the luxury travel experiences marketplace and the way of working in travel simultaneously. With staff based in Amsterdam, Cape Town and strong ties to the US (NYC, baby!) the owners described their biggest company value as ‘freedom’. #trailblazers

We could write nice things about these epic humans all day, so we’ll let them give y’all an overview of the business itself. “We deliver inspirational travel experiences (ITXs) to high-net-worth (UHNW) clients. Our mission is to enrich adventures, strengthen the human connection, and support personal transformation with the most accomplished people on the planet. We give unique access to people and places that are often inaccessible. Our mission is to give back to local communities and support conservation causes and social initiatives that improve the quality of life. Together we form a community of global travellers”.

The Role 

The Guest Experience Manager will be accountable guiding our clients community of guests through their booking process and making each interaction memorable and personalised. You will be managing the day-to-day logistics for guests including transfers, flight recommendations, creating itineraries and advising them on destinations. You will essentially be the middle person between clients and suppliers with the overall objective being to ensure that clients have a seamless end to end experience and retain clients for future trips. 

The Person 

Your clients will be some top UHNWI clients which will include Hollywood A-Listers (we're talking academy award winning A-Listers!). You'll need to be confident, organised and attentive - in short you won't be phased by having to be authoritative with your clients, telling them where they need to be and at what time! A lot of your bookings will be group bookings, so group travel experience is a plus here and in the ultra luxury space too (obvs!). The role is the very definition of fast paced so if being dynamic isn't your thing, then this role ain't for you! 

The Day to Day 

  • Managing & completing pre-departure tasks & deadlines for guests & suppliers
  • Updating & creating meeting agendas for various team meetings (sales & check-ins)
  • Checking availability and holding bookings / making reservations for clients with external suppliers & partners
  • Contacting suppliers for rates & information for client bookings
  • Liaising with partners and suppliers over email and whatsapp
  • Requesting invoices and confirmations from suppliers
  • Saving invoices for supplier payments under WIP Payments in Asana
  • Sending partners details of our guests for transfers, guest profiles & trip dashboards
  • Sending guests packing lists, guest information forms, post-trip surveys and all other pre-departure and post-trip services
  • Communicating with guests on email, whatsapp & phone calls to provide them with superior service
  • Creating guest profiles for each client
  • Completing trip dashboards with all guest details and information relating to their trip
  • Creating extension packages and itineraries for clients
  • Ensuring Hubspot is kept completely up to speed 
  • Attending trade shows & events to promote the business

Experience Required 

  • 4 years experience in the luxury travel industry 
  • Hands on experience of dealing with UHNWI
  • Experience using Hubspot
  • Innovative & entrepreneurial mindset
  • Tech-savvy 
  • Familiar with Excel and data input 

The Small Print!

  • Employment type: Full-time
  • Working hours: Monday to Friday, 5 days per week - 9am - 6pm (time zone dependant)
  • Working location: Remote EU
  • 25 days holiday + BH's << dependant on role
  • Monthly Learning budget
  • 1 Fam trip per year
  • Career Progression Platform
  • Monthly target based team rewards
  • Share options
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