Guest Experience Manager

Our client specializes in providing fundraising solutions for nonprofits and schools, focusing on luxury travel experiences. The company delivers personalized travel journeys to Charity Trip Winners, emphasizing unique and carefully tailored adventures.

About the Opportunity

The Guest Experience Manager oversees the entire travel experience of Charity Trip Winners, ensuring seamless coordination and personalized service from initial planning through post-trip follow-up. This role serves as the primary point of contact, managing itineraries and vendor relations while enhancing guest satisfaction through bespoke attention to individual preferences and needs.

Responsibilities

• Conduct email and phone outreach to Trip Winners
• Coordinate travel dates with vendors and internal teams
• Collect feedback from Trip Winners after their trips
• Manage detailed travel itineraries including flights, activities, tours, and dining
• Offer additional accommodations or upgrades to Trip Winners
• Research and book supplementary services with vendors
• Identify opportunities to improve the guest experience
• Provide on-call concierge support during trips
• Address needs beyond the packaged experience
• Participate in problem-solving and propose solutions to the team
• Manage tasks and enter data into CRM (Hubspot)
• Assist the Booking Team with quarterly projects
• Attend quarterly team gatherings (minimum three in Southern California)
• Participate in weekly meetings and collaborate via Slack and Asana

Requirements

• Self-starter with strong time management and organizational skills
• Experience in product development, design, or similar consumer experience roles
• Past travel industry experience preferred
• Growth mindset and openness to feedback
• Proficiency in Google Workspace and Hubspot is a plus
• Strong verbal and written communication skills
• Customer service experience required; hospitality background preferred
• Ability to work independently in a remote environment

Pay

Base salary range: $60,000 to $70,000, dependent on experience.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Life insurance
• Unlimited vacation
• Flexible, 100% remote work environment
• Travel opportunities funded by the organization
• Passport Program offering an annual trip plus airfare
• Internal fund for personal and professional development