Guest Experience Specialist

Who You Are
You’re the kind of person who genuinely loves making someone’s day easier, especially when that day involves an adventure they’ve been looking forward to for months. You communicate with warmth and clarity, you stay calm when things get complicated, and you take pride in being the person clients trust from the moment they book to the moment they return home.

You’re organized, proactive, and comfortable juggling phones, inboxes, and systems without dropping the ball. You don’t wait for problems to escalate, you see them coming and get ahead of them. You’re equally confident building out an SOP as you are talking down a frustrated caller, and you understand that both matter deeply to the quality of experience we deliver.

You thrive working independently in a remote environment, you communicate well across teams, and you bring a solutions-first mindset to everything you touch. You don’t need someone looking over your shoulder, but you’ll always have a collaborative team in your corner.

Position Overview
The Guest Experience Specialist serves as the primary point of contact for clients throughout their journey, from booking through post-trip follow-up. This role owns the client-trip relationship, ensuring every guest shows up informed, prepared, and excited. In addition to direct client communication, this role supports FareHarbor and platform management, SOP development, on-call coverage, and cross-departmental collaboration to ensure seamless operations from the guest’s perspective.

Key Responsibilities

Client Communication & Customer Service

• Serve as the primary point of contact for client calls, emails, and texts during office hours
• Develop and maintain high standards for client interaction and satisfaction
• Communicate trip changes, cancellations, and updates to clients promptly and professionally
• Demonstrate empathy and emotional intelligence in every client interaction
• Navigate difficult conversations and de-escalate tense situations with composure
• Handle unexpected situations or emergencies calmly, keeping clients and internal teams informed throughout

Trip Preparation & Client Readiness

• Gather and organize client information to ensure guides are fully prepared
• Proactively ensure clients are informed and ready for their experience
• Anticipate and address potential client concerns before they become issues

Feedback & Review Management

• Monitor and respond to client reviews across platforms in a timely and professional manner
• Identify feedback trends and communicate insights to support ongoing service improvements

FareHarbor, Platform & Listing Management

• Keep trip listings across all platforms current, accurate, and consistent
• Ensure up-to-date listings on Viator
• Support FareHarbor updates, including adding availabilities and making listing changes,  with direction from the Ground Operations Associate
• Collaborate with the Ground Operations Associate on website updates as needed

SOP Development & Process Improvement

• Collaborate with the Office Manager to build and maintain customer service Standard Operating Procedures
• Continuously identify opportunities to improve efficiency and client satisfaction
• Develop and propose process improvements based on real client interactions and feedback

Cross-Departmental Support

• Collaborate with operations, guide, and management teams to ensure seamless client experiences
• Provide cross-departmental task support as needed to keep things moving

Schedule & Structure

• 40 hours per week, fully remote
• Offset work week with options of: Thursday – Monday, Friday – Tuesday, or Saturday – Wednesday, 9am–5pm MT
• Manage client communications (calls, texts, emails) across the main line and shared inbox during office hours
• On-call duties 2–3x per month (mostly weekends), 5pm–9am MT the following morning
• Respond to all client communications within 24 hours

Qualifications
We encourage you to apply even if you don’t meet every qualification listed, we value diverse backgrounds and perspectives.

• Clear and confident communicator, both written and verbal
• Strong organizational skills and ability to prioritize in a fast-moving environment
• Experience in customer service, hospitality, or a client-facing role
• High emotional intelligence and the ability to remain calm under pressure
• Comfortable taking initiative and managing your own workflow, with a collaborative team always in your corner
• Proficiency in or willingness to learn G Suite, FareHarbor, Zoho, and WordPress
• Ability to work independently and collaboratively in a fully remote setting
• Detail-oriented with strong problem-solving instincts
• Adaptable, creative, and always looking for a better way
• Comfort reviewing client feedback data and identifying trends

Compensation & Benefits

• $17.51/hour
• $40/month cell phone reimbursement
• $15/month internet reimbursement
• $3,000/year home office reimbursement
• Short-term disability insurance
• Workers’ compensation coverage
• Generous paid time off and family leave (see company handbook)
• 401k option (unmatched)
  Our company is an equal opportunity employer committed to fostering an inclusive environment for all employees.

Ready to apply? Send your resume and answers to the questions below to jobs@goodtripadventures.com:

Q: Do you have any experience with outdoor recreation, National Parks, travel planning, or adventure-based industries (personal or professional)? Tell us what’s relevant.
Q: Our guides and team members align with our values of equity, diversity, and inclusion in the outdoors. What is your stance on these values?
Q: Where will you be located?
Q: How does your personal or professional experience prepare you to excel in this role?
Q: Which National Park would you like to visit someday?