Guest Services Coordinator - Adventure Travel

Classic Journeys; United States; Remote; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

EAP

401K with match

PTO & Holidays

Job summary

Classic Journeys is seeking a dedicated guest relations specialist to maintain high-quality communication before, during, and after luxury walking tours. You will ensure all travel documents are complete, support guests through our online portal, and collaborate with Tour Operations to enhance every guest's experience.

The role emphasizes strong written and verbal communication, a passion for travel, and a proactive approach to serving guests across regions worldwide, while working in a remote

Qualifications

• Bachelor's degree plus 3+ years in customer service, event planning, communications, sales, marketing, or related field.
• Passion for travel and providing top-notch, high-touch service.
• Energetic, positive, and professional with excellent written and verbal communication.

Responsibilities

• Serve as guest's key contact before, during and after tours to ensure a lifetime of memories.
• Provide outstanding high-touch customer service to guests on tours.
• Compile and organize guest documents including passport and visa for pre-tour readiness.
• Assist guests with website portal and ensure completion of documents.
• Review guest information in CRM for accuracy and completeness.
• Coordinate with Tour Operations to increase guest satisfaction and tailor experiences.

Skills

Customer service

Event planning

Communications

Sales

Marketing

Education

Bachelor's degree

Tools

Salesforce

CRM

Outlook

Job description

Want to work in travel as part of the world’s best team? Classic Journeys operates the world’s finest walking tours. How can we say that so confidently? Travel + Leisure magazine has named us the World’s Best Tour Operator and has inducted Classic Journeys to its Hall of Fame for consistent world-class performance. Meanwhile, Forbes magazine calls our tours their Luxury Walking Favorite.

Founded in 1995, we offer 50 itineraries in 40 countries on six continents, and we are a member of the Lindblad Expeditions family of world-class adventure companies. We are headquartered in La Jolla, California, and this is a remote position based in the US.

Do you love helping friends with their travel arrangements? Do you enjoy providing excellent customer service? If so, you’ve just found the perfect company for you. We’re seeking someone who wants to join our team of colleagues who love travel and want to provide a trip of a lifetime for our guests on our award-winning, luxury walking tours.

Roles and Responsibilities:

• After a guest reserves their tour, you become their key contact, keeping in touch with them before, during, and after their vacation to ensure they have a trip of a lifetime.
• You’ll respond to guests’ questions and provide outstanding high-touch customer service to guests who are reserved on our tours.
• You will be required to compile and organize guest documents, including passport, visa, and other pre-tour paperwork, to make sure they are complete for each guest before they go on their tour.
• On occasion, you may assist guests with their website portal so they can complete documents, and you will follow up with guests to make sure they are ready for their tour departure.
• You will review guest information in our computer system using our CRM to make sure it is complete and accurate.
• You will call guests while they are on tour (in regions around the world) to check to see if they are having a trip of a lifetime and share feedback with the rest of the CJ team.
• You will work closely with our Tour Operations team to increase guest satisfaction on tours and seek ways to make the tour extra special for each guest (special occasions, gifts, etc.).
• You will collaborate with Tour Operations, Marketing, and other members of our team (e.g., assisting with guest travel plans, providing guest quotes for social posts, etc.).

Required Skills and Knowledge:

• Bachelor's degree plus a minimum of 3+ years of experience in customer service, event planning, communications, sales, marketing, or related field
• Passion for talking about travel
• Enjoyment in providing top-notch, high-touch customer service
• Energetic, dynamic, positive, and professional with excellent verbal and written communication skills
• Knowledge and use of professional email correspondence and telephone etiquette
• Ability to accurately multitask while meeting deadlines
• Goal-driven, self-motivated, and able to work independently
• Strong PC skills, including Microsoft Outlook and Salesforce or similar CRM
• Friendly, upbeat personality with a passion to talk about travel

Wages and Benefits:

This position is a full-time, 40-hour-per-week position, M-F, 8 am – 5 pm. On occasion, some weekend work may be needed.

The position pays $26/hour + excellent benefits:

• Medical Insurance (80% premium EO)
• Dental Insurance (80% premium EO)
• Optum Employee Assistance Program
• 401K program with 30% company match (up to $2,400/year)
• PTO (112 hours per year earned 4.66 hours per pay period) and Paid Holidays