Guest Experience Manager

GUEST EXPERIENCE MANAGER:

LOCATION: Remote work.

ABOUT RAISE AWAY - we provide kick-ass fundraising solutions to nonprofits and schools, specializing in luxury travel.

RAISE AWAY CORE VALUES: Fun, Unique, Creative

BOOKING TEAM CORE VALUES: Empathy, Adaptability, Reliability

ABOUT THE ROLE:

Journey Weaver

Imagine a world where travel isn't just about going from one place to another but about unlocking the magic of the unknown. At Raise Away, we exist to create moments that linger in memory. We're not just planning trips; we're crafting spells that whisk Charity Trip Winners away to experiences beyond their imagination. But, not beyond yours. As a Journey Weaver, you're the keeper of this magic, the architect of luxury, and the guide who ensures our travelers are well taken care of, every step of the way. 

Your focus is not just destinations, but the hearts of those you guide. Armed with empathy and a white-glove touch, you'll tailor each adventure with personal details—birthdays, wine tastes, family nuances, among others. This role is about crafting not just trips, but about turning each vacation into a handcrafted journey of delight and individual exploration.

️ Master of Memorable Journeys: Live into your passion for seamless coordination. As the main pillar between dreams and reality, you'll carry out each journey to perfection, liaising with vendors and sprinkling bespoke touches tailored to each Charity Trip Winner. Your role? To ensure the execution is as flawless as the planning, wrapping every trip in a bow of personalized care and professional excellence.

Travel Guardian: From the first spark of anticipation to the afterglow of return, you'll be the constant companion for our Charity Trip Winners, guiding them through every phase of their journey. As a guide from pre-planning, to on-the-spot adjustments mid-trip, through to post-trip feedback, you ensure they enjoy a seamless and positive experience at every step. 

Solution Architect: You're adept at identifying challenges, crafting effective solutions, and sharing these insights with the team. Your role enhances every trip into a memorable adventure and contributes to the continuous improvement and evolution of our service.

RESPONSIBILITIES

• Email and phone outreach to Trip Winners
• Coordinate travel dates with vendors or internal team
• Reach out to Trip Winners after their trip for feedback
• Manage travel itinerary for trip winners, including flights, activities, tours, dinners and anything else the client might need
• Offer additional nights or upgrades to Trip Winners
• Research and book add-ons with vendors
• Identify ways to improve the guest experience
• Provide on-call concierge services for Trip Winners
• Address any Trip Winner needs outside the packaged experience
• Participate in problem-solving and presenting solutions to the team
• Manage tasks and input data in CRM (Hubspot)
• Help Booking Team with quarterly projects
• Attend quarterly team gatherings; at least three will be in Southern California
• Participate in weekly meetings, Slack, and Asana projects
• Ride a unicorn

ABOUT THE IDEAL CANDIDATE

• Self-starter, 100% remote means no babysitter; you manage your schedule like a grown-up
• Experience in product development, design, orother similar role developing experiences for consumers
• Past experience in the travel industry a plus
• Growth mindset…this is the way
• Proficient in Google Workspace is a plus but not required
• Prior Hubspot knowledge is a plus
• Strong verbal and written communication skills, with experience presenting
• Time management and organizational skills - must have
• Accepts feedback well and grows from it
• Proactive and an independent problem solver
• Customer service skills is a must
• Experience in hospitality or Customer Service is a plus

WHAT YOU GET

• A role at a Kick-Ass company
• Unlimited vacation, Bali here you come!
• Flexible work environment, 100% remote
• Paycheck…the obvious one
• $60,000-$70,000 base salary (final number dependent on experience)
• Travel to some amazing destinations around the world on our dime
• Benefits, yay! (Health & Dental & 401K & Life Insurance)
• Passport Program - get a Raise Away trip 1x a year on us, plus airfare!
• Level Up - internal fund to help you grow personally and professionally

NEXT STEPS

Here's what we expect the hiring process for this role to be, should all go well with your candidacy.

1. Application
2. Written Assessment
3. 15-minute interview with a Raise Away team member
4. 30-minute interview with hiring manager
5. 30-minute interview with Raise Away team member
6. 45-minute interview with CEO
7. Offer!
   

TO GET THE PROCESS STARTED, SUBMIT THE FOLLOWING: 

• Resume
• Cover letter showing your personality. Seriously. No boring corporate bull shit allowed.
• A drawing of a paper airplane flying through the universe (not joking)