Guest Focus & Supplier Operations Coordinator

Backroads•Berkeley, CA

17d•Hybrid

About The Position

The Guest Focus & Supplier Operations Coordinator supports guest case management and supplier operations. The role manages assigned guest injury and illness cases, communicates with guests, coordinates with field and regional teams, documents case information, and supports guest feedback reporting. It also helps secure subcontractor services, maintain vendor and contract data, track required documentation, audit service changes, and update itineraries and systems. The position is based on-site in Berkeley, California, with four days in the office and one day working from home.

Requirements

Strong written and verbal communication skills, with the ability to follow guidelines.
High attention to detail and strong organizational skills.
Ability to manage multiple tasks and deadlines in a structured environment.
Comfort with learning and using internal systems and tools.
Ability to work independently on assigned tasks while seeking guidance when needed.
Proficiency in Microsoft 365.

Nice To Haves

Familiarity with Salesforce or reporting tools.
Additional language skills.

Responsibilities

Manage assigned guest injury and illness cases, prioritizing them according to established guidelines.
Communicate with guests by phone and email using approved templates and tone, ensuring clarity and professionalism.
Coordinate with Field Staff and Regional Teams to support ongoing guest needs.
Accurately document case details and updates in internal systems.
Escalate complex or sensitive issues to Leads or Managers as needed.
Assist in tracking and organizing guest feedback data for team reporting and insights.
Execute assigned tasks to support securing subcontractor services and updating vendor contracts.
Input and maintain accurate vendor, contract, and service data in company systems.
Track deadlines and follow up with vendors to ensure timely completion of required documentation, such as contracts and COIs.
Audit reports for added or cancelled services and communicate updates using established processes.
Support itinerary and system updates based on confirmed service changes.
Escalate discrepancies or risks to Leads or Managers for resolution.