Guide Services Coordinator
Madison, WI
Full Time
Entry Level
Trek Travel provides global cycling, hiking and walking vacations of a lifetime with the goal of helping more people actively explore and experience the world. his key role is part of our Guide Department and is responsible for providing exceptional hospitality and support for the Guide Department. At Trek Travel, we think outside the box, continuously improve, encourage feedback, and give it all we got, all the time, no exceptions. This is a salaried, full-time position and is eligible for Trek Travel’s competitive benefits package. This position reports to the Director of Guide Operations. Interest in the active travel and/or hospitality industry is beneficial but not required.
POSITION RESPONSIBILTIES INCLUDE, BUT NOT LIMITED TO:
POSITION RESPONSIBILTIES INCLUDE, BUT NOT LIMITED TO:
- Manage our Partner and Self-Guided Host performance, feedback, post-trip follow-ups, and NPS Board follow-up and support
- Maintain and update Partner and Host handbooks, resources, standards, supporting documents, clothing processes, and SharePoint materials
- Create and report on Partner/Host score goals, metrics, and performance reporting
- Manage Partner & Host schedule inputs, training information and support, and coordinate with partner companies
- Oversee recruitment, applications, interviews, selection events, and hiring reporting for Guides, Hosts, and Partners, including new partner screening and onboarding/offboarding processes
- Prepare and distribute welcome documents, intro emails, and schedule information for Guides, Partners, and Hosts
- Manage shared inbox, recruitment platform, provide HRIS support, and team status/quarterly audits
- Coordinate accident reporting processes including app management, monthly reporting, submission replies, and communications with Guides, Partners, Hosts
- Track, report, and manage payouts for Guest Referral Program, Guide Referral Program, and Guide training stipends
- Support Guide awards and project work initiatives
- Administer MVR (Motor Vehicle Report) process
- Act as Trek B2B contact for company-wide matters
WHAT ELSE WE’D LIKE TO SEE FROM YOU:
- Proficiency in Microsoft Suite and strong willingness to take initiative to continuously improve.
- Is an expert at attention to detail, seeks efficiency and works with a sense of urgency.
- You believe in the importance of hospitality and service, recognizing that customers are all around.
- You rock a positive, solution-oriented attitude and always ask “how can I help?”
- You exude Fun and Flexibility while contributing to the overall success of your Team.
- A company’s culture can make or break a job offer for you.
- Excellent communication skills – verbal & written.
- Expert attention to detail, efficiency, and work with a sense of urgency.
- Takes initiative to continuously improve processes and is solution oriented.
- A fast paced, casual, fun, and flexible company culture where initiative and pro-activity are highly valued and rewarded.
- Outdoor industry discounts.
- Flexible schedules.
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