Sales & Guest Services Manager

Backroads; West Virginia; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work option (1 day WFH)

Job summary

Backroads in Berkeley, CA is seeking a Sales Manager to lead a 5–7 person Sales & Guest Services team and drive guest satisfaction through leadership, coaching, and operational excellence. You’ll oversee daily sales operations, set performance goals, resolve escalated guest cases, and partner cross‑functionally to improve processes and the guest experience.

The role requires strong people leadership, customer service judgment, and hands-on system knowledge (Ascent, Salesforce, and Five9).

Qualifications

• 2+ years of people management experience in sales or customer service
• Exceptional customer service, communication, and de-escalation skills
• Proactive, resourceful with strong follow-through
• Strong organizational and project management skills with the ability to balance priorities

Responsibilities

• Lead, coach, and develop a team of 5–7 Sales & Guest Services employees
• Foster a positive, collaborative, and accountable team environment
• Serve as a primary escalation point for complex guest situations
• Own escalated guest cases through resolution with timely communication and documentation
• Oversee daily sales operations, ensuring service standards and sales goals are met
• Monitor performance metrics and identify opportunities for improvement
• Develop expertise in Backroads’ systems and policies for reservations, payments, cancellations, refunds, and exceptions
• Collaborate cross-functionally to resolve operational challenges and improve guest experience

Skills

People leadership

Guest service

Ownership & accountability

Operational & project management

Problem solving

Systems proficiency

Education

Bachelor's degree

Tools

Salesforce

Five9

MS Office

Job description

Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.

About the role:

The Sales Manager leads and develops a high-performing Sales & Guest Services team while overseeing daily operations and ensuring an exceptional guest experience. This role combines people leadership, sales and performance management, operational expertise, and hands‑on support for complex guest situations. As a key leader within Sales & Guest Services, the Sales Manager coaches and develops employees, monitors team performance, and serves as a primary escalation point for challenging guest situations. This individual also builds deep expertise in Backroads’ systems, policies, procedures, and travel insurance offerings, providing reliable guidance to the team while driving departmental initiatives and partnering cross‑functionally to improve operations and the guest experience.

What you'll be doing:

Lead, coach, and develop a team of approximately 5–7 Sales & Guest Services employees, providing regular feedback, performance management, and development support, with particular emphasis on supporting new hires.

Foster a positive, collaborative, and accountable team environment by setting clear expectations, addressing performance gaps, and helping employees grow and succeed.

Serve as a primary escalation point for complex and sensitive guest situations, navigating cancellations, policy exceptions, travel disruptions, and other challenging circumstances with empathy, sound judgment, and professionalism.

Take ownership of escalated guest cases through resolution, balancing guest satisfaction with company policies and business considerations while ensuring timely communication, documentation, and follow-through.

Oversee daily sales operations and team performance, ensuring service standards, sales goals, and productivity expectations are met while balancing operational demands, employee development, and guest needs.

Monitor performance metrics and trends, identify opportunities for improvement, and implement changes that strengthen team effectiveness and guest satisfaction.

Develop strong expertise in Backroads’ core systems, including Ascent, Salesforce, and Five9, and in policies and procedures related to reservations, payments, cancellations, refunds, and guest exceptions, serving as a reliable resource for employee questions, guidance, and training.

Build a thorough understanding of Backroads’ travel insurance partnership, including insurance products, coverage, claims processes, and escalation procedures, while staying current on operational changes and ensuring the team is informed and trained accordingly.

Own departmental projects and initiatives from planning through completion, proactively identifying challenges, managing competing priorities, and communicating progress and risks to leadership.

Collaborate cross‑functionally with Guest Focus, Sales Operations, Marketing, and other teams to resolve operational challenges, improve processes, and support a consistent guest experience.

What you'll need to be successful:

• People Leadership: 2+ years of people management experience, preferably within sales, customer service, or a contact center environment, with demonstrated success coaching, developing, and managing employee performance. If coming from the field, H&T/Mentor experience highly preferred.
• Guest Service & Judgment: Exceptional customer service, communication, conflict resolution, and de‑scalation skills, with the ability to make sound decisions and remain composed in challenging situations.
• Ownership & Accountability: A proactive, resourceful approach with strong follow‑through, demonstrated accountability, and the ability to work independently with minimal oversight.
• Operational & Project Management: Strong organizational, prioritization, and project management skills with the ability to balance competing responsibilities in a fast‑paced environment.
• Problem Solving: Strong analytical and problem‑solving skills with the ability to anticipate challenges, identify solutions, and drive improvements.
• Systems & Technology: Ability to quickly learn and master complex systems, policies and procedures; proficiency in Microsoft Office Suite required, with Salesforce and Five9 experience preferred. Bachelor’s degree preferred.

Work Environment:

On-Site, Berkeley, CA 4 days in-office, 1 day work from home (Wednesdays)

About the Department:

The Sales team serves as the first point of contact for prospective and returning guests, providing expert guidance and personalized support. They assist with trip inquiries, bookings, and customer questions, ensuring a seamless and positive experience. Through attentive service and deep product knowledge, the team helps guests find the right trip while building strong relationships and fostering loyalty. The department is comprised of several teams, which include the below:

• Guest Service: Provides exceptional support to guests by handling inquiries, resolving issues, and ensuring a seamless travel experience.
• Sales Operations: Optimizes sales processes, systems, and reporting to enhance efficiency and support the Sales & Guest Services team.
• Trip Consultant & Private Trips: Assists guests in selecting the perfect trip and customizing private travel experiences tailored to their needs.

I can't imagine a better way to travel the world than under your own power and in the company of like-minded adventurers. Sure, Backroads provides superb accommodations and meals, amazing Trip Leaders and unforgettable local encounters. But whether you’re sticking with the group or breaking off on your own, all of our planning and support are ultimately aimed at one simple thing: giving you the flexibility you need to discover the world on your own terms. Tom Hale, Founder & President