Guest Focus Coordinator

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 Department:

The Guest Focus team is part of our greater Trip Development Department and plays a vital role in enhancing our guests experiences by expertly managing feedback and resolving concerns with care and professionalism. They communicate clearly and empathetically turning challenges into positive outcomes while representing the companys voice. This team collaborates closely across departments to drive quality improvements and ensure every guest looks forward to their next adventure. Their problem-solving mindset and commitment to excellence help maintain Backroads reputation for outstanding service.

About the role:

Join our dynamic Guest Focus team as a Guest Focus Coordinator where youll enhance guest experiences and help drive quality across teams through feedback data insights and collaboration.

This role is ideal for someone who thrives in a fast-paced team-oriented environment a problem solver who can turn challenges into positive outcomes and is both analytical and empathetic. As our Coordinator youre at the center of the Guest Focus wheel managing communication systems and reporting that keeps operations running smoothly. Youll balance guest interaction administrative support and data-driven work to ensure exceptional quality and care for every guest.

What youll be doing:

• Youll be in charge of the Guest Focus inbox triaging and delegating issues effectively to ensure timely responses and clear ownership. This is where all our guest and leader issues originate; knowing what to handle or to whom to delegate in a decisive way to best utilize the team for action.
• Communicate directly with trip leaders guests and internal teams via phone and email in the authentic Backroads voice.
• Youll track interpret and share guest feedback data to drive improvements in service quality and trip operations with a guest-focused mind.
• Work to maintain data integrity update reports and collaborate with the Guest Focus Manager to build and refine new reporting tools. Provide accurate data pulls and insights for other departments as needed.
• Use creativity and critical thinking to design refine and implement systems that resolve complex challenges.
• Provide administrative and organizational support including scheduling documentation and project coordination.
• Youll have the opportunity to participate in quality initiatives and contribute ideas to refine processes that enhance the guest experience.

What youll need to be successful:

• Exceptionally organized and detail-oriented: You thrive on keeping things in order and improving systems getting the details right and in the correct place.
• Natural problem-solver: You enjoy diving into challenges and finding efficient thoughtful solutions.
• Calm and composed under pressure: Youre capable of handling sensitive escalated situations including managing injury and illness cases with professionalism and empathy.
• Excellent communicator: clear tactful and confident in both written and verbal exchanges - clear professional and error-free.
• Driven: youre motivated responsible and passionate about continuous learning and improvement.
• Flexible and curious: Youre eager to learn new systems and take on different roles within the team when needed you love to always be learning in your work.
• Strong prioritization ability: You can prioritize and manage multiple issues effectively balancing working both independently and as part of a cohesive team to achieve goals in a fast paced environment.
• Strong collaborator: You understand that success comes from working together towards a common goal.
• Proficient in Microsoft 365 and Excel. Experience with Salesforce and Power BI reporting is a strong plus.

Work Environment:

• Berkeley CA
• 4 days in-office