Seasonal Guest Focus Specialist

About the Department:

The Guest Focus team is part of the Trip Development Department at Backroads, 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 company’s 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:

The Seasonal Guest Focus Specialist will work top support our Guest Focus team during our peak travel season. In this role, you'll respond to guest feedback with empathy and professionalism, using problem-solving and communication skills to resolve concerns, uphold service standards, and ensure every guest feels valued and excited to travel with Backroads again. Success in this role hinges on sound judgment, and a genuine passion for delivering exceptional experiences in a fast-paced, purpose-driven environment. If you're a creative and curious thinker, committed to getting the right outcome, goal oriented and someone with a knack for guest support, we're looking for you!

What you'll be doing:

• Respond in writing to guest feedback in a manner that reflects Backroads' voice and commitment to quality.
• Manage and prioritize issues effectively, working both independently and as part of a cohesive team to achieve goals.
• Exhibit excellent writing skills, ensuring responses are clear, professional, and error-free.
• Handle phone calls with empathy and integrity, maintaining confidence even with challenging guests.
• Demonstrate negotiation skills in offering fair solutions, such as credits and refunds.
• Contribute to our culture of continuous improvement by participating in quality initiatives and providing regular updates to management.

What you'll need to be successful:

• Exceptional communication skills, capable of engaging effectively with our guests.
• Confident phone presence, comfortable initiating calls to clarify details and resolve guest issues efficiently.
• Strong service-orientation, exemplified through your passion for working directly with guests to resolve issues and find solutions that benefit both parties.
• Strong judgment and discretion, with the ability to assess complex situations thoughtfully and avoid snap decisions by seeking balanced, practical solutions.
• Strong problem-solving skills, leveraging knowledge and experience to navigate guest issues.
• Maturity and composure under pressure, demonstrated through the ability to navigate emotionally charged or high-drama situations with professionalism, empathy, and poise.
• Ability to work effectively, both independently and as part of a team.
• Enthusiasm about working for Backroads and have a passion for active travel and the outdoors

Work environment:

• Berkeley, CA
• On-site
• Full time, seasonal (Now – October 2025 )

About Backroads:

At Backroads we’re passionate about connecting our guests with so many of the most beautiful places in the world. We use our four-plus decades of expertise to create exceptional biking, hiking, and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages – including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.

Why Backroads:

At Backroads, we value every single member of our staff, and we’re proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have – you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud – delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks! For example our US office employees receive: 

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match, flex plan, and parental leave
• Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips!