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A Little More About You
Guest Services and Air Specialist
San Jose, San Jose Province, Costa Rica, 10106
Per Annum
Permanent * Full time
Posted: Tuesday, December 16, 2025
CA1462448SanGSAAS
Documents
YMT Vacations provides decades of experience in group travel for North American travelers throughout Europe and other popular destinations around the world. YMT is an industry-leading guided tour specialist for North American travelers. Since 1967, the company has offered affordable land, cruise, and river cruise tours to the most popular destinations around the world.
We are looking to hire a Guest Services & Air Specialist to join our team! Reporting to our Guest Services Manager, you’ll support phone and email inquiries, as well as handle a variety of back-office tasks, including discussing and booking airfare, optional tour add-ons, and travel insurance. This position is responsible for providing high-quality guest services, enabling YMT Vacations to deliver a memorable travel experience for our customers.
What we’ll offer:
An extra 3 vacation days each year
Birthday Off
Employee Assistance Program
Employee Group Travel Benefits
Hybrid working
What you’ll do:
Remain available to answer calls from customers, including:
Booking Air for existing reservations. Coordinate and confirm flight arrangements for customers with existing bookings, ensuring accuracy and compliance with travel policies.
Quoting/Processing the purchase of travel insurance policies. Offer detailed information on available travel insurance options, provide accurate quotes, and process purchases to safeguard customer travel plans.
Purchase of add-ons for existing reservations. Assist customers in enhancing their travel experience by adding optional services such as excursions, upgrades, or special amenities.
Back up the general Guest Services calls for:
Payment processing, accurately process customer payments for reservations, add-ons, and insurance
Changes to existing itineraries, assist customers with modifications to their travel plans, including date changes, destination adjustments, and service upgrades
Provide clear guidance on cancellation policies, fees, and procedures, ensuring customers understand their options.
Collect and process the required pre-travel documentation from customers
Document call notes and details of customer feedback, inquiries, complaints, and actions taken in CRM
Conduct proactive communication as directed by operations, including updates, confirmations, and follow-ups.
Manage cancellations efficiently when tours cannot operate, ensuring customers are informed and alternative solutions are offered.
Respond to all email inquiries using HubSpot. Provide timely and professional responses to customer emails, maintaining consistency and accuracy in communication.
Research and maintain current knowledge of all product offerings. Stay informed about company products, destinations, and services to deliver accurate information and recommendations to customers.
Create cases for the Customer Support Team to investigate post-travel complaints
Participate in the Emergency Duty quarterly rotation. Be available for emergency support during assigned rotations, assisting with urgent travel disruptions.
Other duties as assigned
What you’ll do:
Previous customer support experience in the travel industry preferred
Background in customer service and supporting sales teams, preferably in a call center setting required
Experience with web-based computer systems required. Comfortable navigating multiple online platforms and tools to manage reservations, process payments, and maintain accurate records.
Knowledge of airline reservation GDS systems required (Amadeus)
High level of written and verbal communication skills
Ability to communicate clearly and professionally with customers and internal teams, both via phone and email, ensuring accuracy and empathy.
Ability to work hours aligned with Pacific Time Zone and weekend availability
Solid understanding of MS Teams, Excel, and Outlook
Flexible and responsive to changing priorities while working under pressure to meet immediate deadlines
Collaborative nature with the ability to interact with a variety of staff from all teams
Proficiency in Spanish is a plus
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 accommodations during the recruitment process, please inform us here: Talent@Travelopia.com
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