Head of Luxury Travel Sales & Guest Experience

Flight Centre Travel Group; Solana Beach (CA); On-site; USD 117,000 - 143,000; Full time

Benefits offered by this job

Travel perks/discounts

Diversity & Inclusion initiatives

Global career opportunities

401k with partial match

Paid time off

Job summary

Flight Centre Travel Group USA's Head of Sales & Guest Experiences will lead a high-performing sales organization in Solana Beach, CA, driving guest-centric strategies that blend revenue growth with service excellence across the USA. You will develop Sales Team Managers and align with product, loyalty, and operations to deliver memorable travel experiences.

The role requires strong leadership, analytics, and hospitality acumen, with a focus on coaching teams, optimizing conversion, and elevating

Qualifications

• Proven leadership experience managing sales leaders, managers, or large sales teams.
• Strong experience driving sales performance, productivity, conversion, and customer experience outcomes.
• Demonstrated success developing and executing business plans and commercial strategies.
• Experience analyzing sales data, KPIs, budgets, and profitability metrics to inform decision-making.
• Ability to coach, mentor, and develop high-performing leaders and teams.
• Strong stakeholder management and cross-functional collaboration experience.
• Experience managing recruitment, workforce planning, and performance management processes.
• Excellent communication, presentation, and influencing skills.
• Strong commercial acumen with the ability to identify and maximize sales opportunities.
• Experience handling guest escalations and service recovery situations.
• Ability to thrive in a fast-paced, agile, customer-focused environment.
• Travel, hospitality, leisure, or customer experience industry experience preferred.

Responsibilities

• Lead, coach, and inspire Sales Team Managers to create a culture of sales excellence and exceptional guest service.
• Drive performance against sales budgets, revenue goals, productivity targets, conversion metrics, and service KPIs.
• Develop and execute long-term business plans aligned with company vision, budgets, and performance objectives.
• Partner with sales, service, product, loyalty, and operations leaders to deliver a seamless guest experience.
• Ensure guest understanding and personalized discovery processes remain central to every customer interaction.
• Drive commercial performance through strategic promotion of preferred properties, offers, and supplier programs.
• Continuously analyze sales performance, profitability, productivity, and conversion opportunities.
• Provide data-driven insights and recommendations on market trends and business opportunities.
• Develop initiatives to strengthen trading performance, including weekend sales strategies.
• Identify and implement process improvements and efficiencies to increase productivity and booking volumes.
• Create an agile, fast-paced environment that prioritizes speed to market and responsiveness to guest needs.
• Oversee and enhance booking processes to improve conversion rates and guest satisfaction.
• Lead daily, weekly, and ongoing communication rhythms with management teams to ensure alignment and execution.
• Monitor performance against targets and provide regular reporting for leadership and board-level stakeholders.
• Support workforce planning, recruitment, scheduling, absence management, and resource allocation.
• Lead performance management activities including coaching, training, KPI management, and development reviews.
• Ensure effective administration of bookings, documentation, payments, and manifests.
• Maximize the use of commercial offers and promotions while maintaining excellent guest satisfaction.
• Monitor market trends and competitor activity and share insights with product leadership teams.
• Support managers in resolving guest concerns, complaints, and escalations effectively.
• Ensure emergency response and crisis management processes are maintained and effective.
• Enable teams to contribute to and execute sales and service strategies.
• Partner with product leadership on annual familiarization trip planning, budget management, and destination expertise development.
• Perform additional duties as reasonably required by leadership.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Skills

Leadership

Sales performance

Business planning

Data analysis

Coaching

Stakeholder management

Recruitment

Communication

Commercial acumen

Guest experience

Job description

Flight Centre Travel Group USA's Head of Sales & Guest Experiences will lead a high-performing sales organization in Solana Beach, CA, driving guest-centric strategies that blend revenue growth with service excellence across the USA. You will develop Sales Team Managers and align with product, loyalty, and operations to deliver memorable travel experiences.

The role requires strong leadership, analytics, and hospitality acumen, with a focus on coaching teams, optimizing conversion, and elevating