Guest Focus Lead
Guest Focus Lead
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1 Vacancy
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.
Guest Focus Lead
Location: Berkeley CA
Work Environment: On-site 4 days in office
About the Department: Trip Development
The Trip Development team at Backroads is made up of experienced professionals dedicated to crafting unforgettable experiences for our guests. This department designs refines and supports trip elementsfrom accommodations to cultural experiencesensuring every detail meets our high standards. Key teams within Trip Development include:
Hotel & Supplier Operations Builds partnerships and manages inventory logistics
Data Quality Maintains accurate supplier and pricing data
Regional Directors & Field Expert Programs Curates seamless guest-focused itineraries
Guest Focus Manages on-trip issues documents guest feedback and drives improvements across departments
About the Role
Join our dynamic Guest Focus team as a Guest Focus Lead where youll be at the heart of guest experience supportleading a team that helps prevent and resolve real-time trip issues. This role is perfect for strong communicators and problem solvers who thrive on turning challenges into positive outcomes.
As both a manager and collaborative partner youll be the key point of contact for the Coordinator team. Success in this role depends on your ability to assess situations thoroughly build smart action plans involve the right people and consider the broader impact on both the guest experience and the company.
If youre a creative curious thinker who is goal-oriented and passionate about supporting a fast-paced high-functioning teamwed love to meet you.
What Youll Be Doing
Team Development
Assist in hiring onboarding and mentoring the Guest Focus Coordinator team
Team Management
Manage a team of 13 Coordinators handling real-time on-trip guest issues
Case Prioritization
Prioritize guest cases to ensure timely end-of-day responses
Issue Resolution
Employ critical thinking and creativity to navigate complex or urgent guest issues
Escalation Support
Serve as the go-to contact for escalated guest concerns and problem-solving
Managerial Support
Partner with the Guest Focus Manager on high-level tasks reporting and strategic initiatives
Training & Process Maintenance
Maintain and evolve training materials internal resources trackers and dashboards
Process Improvement
Act as a project manager to identify and implement workflow or system improvements
Who You Are
You bring a curious balanced mindsetavoiding snap judgments and seeking nuance.
Youre a motivator balancing performance with humanity and knowing when to pause and reconnect.
Youre a strong communicator and listener skilled at seeing all sides of an issue and building trust internally and externally.
You remain calm and composed under pressure handling high-stakes moments with empathy and professionalism.
Youre proactive and solutions-focused continuously improving systems and outcomes.
You are collaborative and adaptable open to feedback and driven by shared goals.
What Youll Need to Be Successful
Effective Leadership and Team Development
You support and guide your team to ensure issues are addressed thoughtfully accurately and in a way that drives growth and accountability.
Cross-Departmental Collaboration and Communication
You bring the right people into the conversation at the right time ensuring alignment and high standards across teams mainly TD Leaders Leader Development Ops Sales Rooming and Marketing.
Sound Judgment with a Solutions-Oriented Mindset
You know how to assess prioritize and act quicklybalancing independence with team coordination.
Calm Empathetic Communication Under Pressure
You handle escalations with integrity and model how to stay composed and guest-focused.
Detail-Driven Tracking and Improvement
You monitor performance metrics and identify system-level improvements providing clear updates to leadership.
Interview Process:
15-minute sync with Leanna
30-minute interview with Erika
30-minute interview with Suz
Interviews will be conducted on a rolling basis.
Employment Type
Full-Time
