Guest Services Representative / Administration
Overview:
Since 1979, ROW Adventures has provided life-changing travel experiences that positively impact our guests, staff, and the people and places we visit.
Our mission is “Sharing Nature – Enriching Lives,” and we strive to preserve the places we visit while creating advocates for conservation through our trips. As a family-run business, we value community, a supportive and healthy workplace, diversity, and taking care of one another. We are looking for individuals who share these values.
Description:
This dynamic role is essential in supporting ROW Adventures Sales team to deliver unforgettable, high-quality trips, blending your administrative and clerical expertise with the thrill of occasional inside sales.
This position plays a key role in supporting our Adventure Consultant sales team by ensuring every guest’s needs are met with care and precision. You'll ensure online forms are completed promptly, reviewing the details for any clarifications or further discussions with the guest, making every interaction feel personalized. The role is an exciting mix of communication and coordination—working closely with hotels, remote lodges, field staff, and Adventure Consultants to create seamless experiences. Plus, you’ll bring order to the adventure by creating and maintaining vital spreadsheets to track lodge and hotel reservations, manage key administrative tasks, and help keep the sales team running smoothly. It’s a position that allows you to interact, organize, and directly impact guests’ dream vacations!
Qualifications:
The successful candidate is highly-organized and task-oriented self-starter who possesses a commitment to excellence. Strong written and verbal communication skills, a background in customer service, excellent human relations skills and a passion for adventure travel.
- A minimum of two years of administration or guest service industry experience, AA or bachelor’s degree (or comparable).
Your Attributes:
- Strong organizational and time management skills
- Strong computer skills including fluency with Word, spreadsheets, and Google workspace and other programs
- Desire to come up with new ideas, new efficiencies, etc., to improve systems or help growth
- Superb customer service ethic including prompt response to emails, live chat and calls
- Invested in the growth of the company
- The ability to ask the right questions, listen and devise solutions
- Accuracy and attention to detail
- Ability to utilize email and chat programs
- Ability to work in a team atmosphere
- Good judgment, self-motivated and directed
- Sense of Humor!
Key Responsibilities:
- Ensure all guest documentation, pre-trip paper work and all final details have been completed prior to trip departure.
- Communicate with guests to clarify medical and dietary needs
- Create, track and maintain hotel and lodge reservations
- Banking and post office duties as directed
- Website maintenance and updates
- Maintain reservation system documents
- Complete data entry as needed
- Shipping and Receiving: This will include carrying packages or boxes up to 55lbs up and down stairs.
- Maintain Supplies.
- Send and maintain pre departure merchandise
- Handle phone calls in accordance with established guidelines
- Monitor email and live chat – set up guests reservations as needed
- Ensure pre-trip information is sent to activity managers
- Projects and other tasks as assigned
Compensation / Benefits:
- Compensation: Starting at $37,000 to $38,000
- Employment Term: Fulltime, year round
- Schedule: Generally M-F, 8am-5pm PST with some nights and weekends required
- 401K retirement savings plan including employer match of 100% of the first 3% deferred salary and 50% match of the next 2%.
- Flexible spending account (Medical & Daycare)
- Medical insurance
- Paid vacation & sick pay
- Free or discounted tour space available to family and friends per established guidelines
- Other Perks: Travel opportunities, professional development opportunities, and access to industry pro deals
- Coeur d’Alene, Idaho Office: Located in the vibrant downtown just a five-minute walk to the lake and hiking
Work Environment & Physical Demands:
This position is primarily in a clerical, office setting and this role routinely uses standard office equipment including, but not limited to computers and telephones, and may occasionally travel 1-2x a year on ROW Adventure Family of Companies, retreats and/or training. Elements of the job duties may also require occasional operation of a motor vehicle.
The above statements are not intended to encompass all functions and qualifications of the position. Rather, they are intended to provide a general framework of the requirements of the position. Job incumbents may be required to perform other functions not specifically addressed in this description.
Conditions of Employment:
This position will be located at our Coeur d’Alene, Idaho headquarters.
The ROW Family of Companies is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, color, religion, creed, sex, sexual orientation, transgender status, gender identity, gender expression, pregnancy, marital status, national origin, ancestry, age, status as an officer or enlisted members of the military forces, veteran status, disability, genetic information or any other protected characteristic applicable under federal, state, and local laws. Applicants with a disability that need assistance applying for a position may contact jobs@rowadventures.com
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