Guest Services Program Manager

Job Description 

Orbridge is seeking a dynamic and focused team member who is a self-starter, enjoys working independently and as a vital team member to serve as a new Guest Services Program Manager. 

About Orbridge:

Orbridge, founded in 2008, is a rapidly expanding high-end tour operator that specializes in educational tours for small groups in unique destinations. We prioritize excellent customer service and quality travel experiences. Our primary client base includes alumni organizations from universities across the country, and we are expanding into new markets as we grow. The company office is in Poulsbo, WA. 

Job Overview: 

The Guest Services Program Manager will report to the Director of Guest Services/Vice President of Sales and Assistant Director of Guest Services. This position serves as a primary manager for a portfolio of tours and is the “program expert”, professionally responding to all prospective and current guest inquiries. 

Key Responsibilities: 

• Respond to guest calls and emails in a prompt manner 

• Manage and send out confirmations, program documents, and final documents to guests 

• Process reservations and adjustments, including cancellations and transfers 

• Coordinate with internal departments incorporating all aspects of guest support, including accounting, shipping, and operations 

• Audit guest information and work with team members to ensure the submission of all guest data forms 

• Document guest interactions in various CRM databases 

• Coordinate with the partner relations team on allotments and space allocations on tours 

• Other duties as assigned 

Qualifications: 

• Able to use a computer and other office technology 

• Proficiency with Microsoft Office 365 applications, including Teams and Planner 

• Able to quickly adapt to new situations and pivot priorities based on guest and/or company needs • Highly detail oriented with accurate data entry skills 

• Ability to travel to company gatherings held up to two times per year 

• Exhibits a positive and friendly demeanor in all guest interactions 

• Keen listener with ability to address guest inquires and concerns 

• Strongly developed teamwork skills 

Experience and Education:

• Experience in a guest relations role: 1 year (Required) 

• Knowledge and expertise of the travel industry: 1 year (Required) 

• High school diploma or equivalent (Required)

Compensation and Benefits:

• Full-Time | Flexible Schedule: Monday through Friday | Remote or Hybrid in Poulsbo WA 

• $20-22 Hour 

• Medical, Dental & Vision | Paid Time Off | Paid Holidays | HSA | Floating Holiday | 401(k) & ER Contribution | Voluntary Insurance Options | Employee Travel Discount