WHO WE ARE
MT Sobek, the leader in adventure travel for over 56 years, offers once-in-a-lifetime experiences to more than 100 destinations worldwide. We specialize in trekking, hiking, rafting, kayaking, wildlife, natural history, and safaris. Our journeys range from high-horizon treks to walking safaris, from quick escapes to month-long expeditions. MT Sobek has a reputation for excellence, a deep commitment to environmental preservation, and a passion for showcasing the marvels of the world.
If you’re looking for an opportunity with an established company, but prefer a friendly, collaborative, and dynamic environment where you’ll have ownership of your work, then you’ll fit right in!
Position: Guest Experience Lead
Reporting to: Director of Sales & Guest Services
Location: San Francisco Bay Area – Emeryville, California (Potential for Remote)
Term: Full-Time
WHAT YOU’LL DO
We’re seeking a Guest Experience Lead who blends hospitality, technology, and communication to deliver a seamless, personalized guest journey. This hands-on leadership role champions service excellence while overseeing the Guest Journey (CRM workflows, database integrity, and reporting) to support growth and guest satisfaction. Provide coaching, mentorship, and guidance to Adventure Coordinators to ensure consistent delivery of high-quality service. Drive process improvements that increase efficiency and streamline workflows across teams.
KEY RESPONSIBILITIES
Guest Experience & Service Excellence
• Partner with the Director of Sales and Guest Services to optimize the full guest journey—from initial inquiry through post-trip follow-up.
• Establish a level of service consistency and high-quality guest communications.
• Lead efforts to ensure organization-wide trip information accuracy through consistent use of a centralized source of truth.
• Coordinate and facilitate communication of trip changes across internal teams and with guests, ensuring alignment and accuracy, while setting clear and realistic expectations.
• Lead the service recovery process with empathetic, personalized communications and timely resolution.
• Collect, analyze, and distribute guest feedback to stakeholders (NPS, reviews, post-trip evaluations) to drive continuous improvement.
• Oversee the Guest Journey, including CRM workflows, database integrity, and reporting.
• Train, coach, and develop guest service team members; foster a culture of excellence, accountability, and professional growth.
• Develop and maintain SOPs for Guest Services to ensure consistent, high-quality delivery.
• Step in as needed to support Adventure Coordinators during absences or peak periods, ensuring uninterrupted guest service and team coverage.
Data, Analytics & CRM
• Ensure data integrity across guest records and booking channels; maintain clean, reliable datasets.
• Design, build, and maintain reports and dashboards that provide actionable insights for CRM, Sales, and Guest Services teams.
• Research and implement CRM best practices and integrations (e.g., booking platforms, email tools, AI features).
Cross-Functional Collaboration & Process Support
• Partner with the Systems Manager and CRM/Sales Enablement Specialist to ensure seamless integration between the Tourcube reservation system and HubSpot CRM.
• Collaborate with Operations to align reporting and processes that inform both pre- and post-trip guest experiences.
• Drive efficiency and streamline workflows to create a more seamless guest journey, leveraging process improvements and cross-team collaboration.
QUALIFICATIONS
• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience).
• 3–5 years of experience in guest services, CRM operations, or sales—ideally in the travel industry.
• Hands-on HubSpot (or similar CRM) experience: workflows, reporting.
• Strong aptitude in database management and analytics.
• Excellent communication, organizational, and problem-solving skills.
• Demonstrated ability to manage, train, and coach staff to enhance team performance.
• Process-minded, with a proven ability to improve efficiency and streamline workflows.
• Extremely organized, collaborative, and team-oriented.
• Self-starter with a proactive, solutions-focused mindset.
• Passionate about adventure travel, technology, and guest service excellence.
PREFERRED SKILLS
• Experience with CRM integration (e.g., booking engines, email automation, customer support platforms).
• Proficiency with Excel or BI tools for advanced reporting and analysis.
• Prior experience in adventure travel, luxury hospitality, or other high-touch guest services.
COMPENSATION & BENFITS
• Estimated salary range: $65,000–$78,000, depending on experience
• Performance-based bonus opportunities tied to individual & team performance.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan.
• Standard hours: Monday–Friday, 8am–5pm
HOW TO APPLY
To apply, send a cover letter (explaining why you’re a great fit) and your resume with salary requirements to mtsjobs@mtsobek.com with “Guest Experience Lead” in the subject line. Attach your cover letter and resume in PDF format.
No phone calls, please.
MT Sobek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.