Sales & Guest Services Manager

Backroads•Berkeley, CA

1d•Hybrid

About The Position

The Sales Manager leads and develops a high-performing Sales & Guest Services team while overseeing daily operations and ensuring an exceptional guest experience. The role combines people leadership, sales and performance management, operational expertise, and hands-on support for complex guest situations. As a key leader within Sales & Guest Services, this individual coaches and develops employees, monitors team performance, and serves as a primary escalation point for challenging guest situations. The role also requires deep expertise in Backroads’ systems, policies, procedures, and travel insurance offerings, providing reliable guidance to the team while driving departmental initiatives and partnering cross-functionally to improve operations and the guest experience. The position is based on-site in Berkeley, California, with four days in the office and one day working from home on Wednesdays. Applicants are asked to provide an updated resume and cover letter explaining why they would be a strong fit. The Sales team is the first point of contact for prospective and returning guests, providing guidance and personalized support with trip inquiries, bookings, and customer questions. Its teams include Guest Service, Sales Operations, and Trip Consultant & Private Trips.

Requirements

At least 2 years of people management experience, preferably in sales, customer service, or a contact center environment, with demonstrated success coaching, developing, and managing employee performance.
Exceptional customer service, communication, conflict resolution, and de-escalation skills, with the ability to make sound decisions and remain composed in challenging situations.
A proactive and resourceful approach, strong follow-through, demonstrated accountability, and ability to work independently with minimal oversight.
Strong organizational, prioritization, and project management skills, including the ability to balance competing responsibilities in a fast-paced environment.
Strong analytical and problem-solving skills, including the ability to anticipate challenges, identify solutions, and drive improvements.
Ability to quickly learn and master complex systems, policies, and procedures.
Proficiency in Microsoft Office Suite.
Bachelor’s degree preferred.

Nice To Haves

H&T/Mentor experience highly preferred for candidates coming from the field.
Salesforce experience preferred.
Five9 experience preferred.
Bachelor’s degree preferred.

Responsibilities

Lead, coach, and develop approximately 5–7 Sales & Guest Services employees through regular feedback, performance management, and development support, with particular emphasis on new hires.
Foster a positive, collaborative, and accountable team environment by setting clear expectations, addressing performance gaps, and supporting employee growth.
Serve as a primary escalation point for complex and sensitive guest situations, including cancellations, policy exceptions, and travel disruptions.
Own escalated guest cases through resolution, balancing guest satisfaction with company policies and business considerations while ensuring timely communication, documentation, and follow-through.
Oversee daily sales operations and team performance to ensure service standards, sales goals, and productivity expectations are met.
Monitor performance metrics and trends, identify improvement opportunities, and implement changes that strengthen team effectiveness and guest satisfaction.
Develop expertise in Backroads’ systems, policies, and procedures and serve as a resource for employee questions, guidance, and training.
Build expertise in the travel insurance partnership, including products, coverage, claims processes, and escalation procedures; stay current on operational changes and ensure the team is informed and trained.
Own departmental projects and initiatives from planning through completion, manage competing priorities, and communicate progress and risks to leadership.
Collaborate with Guest Focus, Sales Operations, Marketing, and other teams to resolve operational challenges, improve processes, and support a consistent guest experience.