Guest Experience Coordinator - Temporary Position

Trek Travel provides global cycling, hiking, and walking vacations of a lifetime with the goal of helping more people actively explore and experience the world. We are seeking an energetic and customer service-focused Guest Experience Coordinator to join our team in Madison, Wisconsin from May-September, 2025. This key role is responsible for assisting the Sales and Guest Experience teams throughout the “life of a guest” experience for all our guests. 

This is your opportunity to join the Trek Travel team and leave your mark on our company, on the active travel industry and on the world at large. 

POSITION RESPONSIBILTIES INCLUDE, BUT NOT LIMITED TO:

• Being a champion for customer service and the customer at large throughout the entire organization through proactive collaboration with all departments. 
• Exceptional Guest Service - Respond to guests’ questions about specific Trek Travel trips and destinations. Review trip itineraries to convey trip information, details, and logistics to guests. Input guests’ missing information into our database.  
• Pre and post trip customer correspondence through excellent phone and email communication. This includes managing our Guest Services Inbox daily to ensure guests have the information they need for their trip.
• Comprehensive Knowledge of Trip Information and Logistics - Gain an in depth and detailed understanding of all trips in all destinations including trip logistics, trip activities, terrain information, local attractions and customs and all other trip information available to be able to accurately answer guest questions.  
• Process and Systems Coordination – Maintain all SharePoint resources, keeping them up to date and organized for the team. Leveraging systems for continuous improvement of processes.   
• Customer Service Issue Resolution – Help solve daily CS questions that arise and work towards solutions with Trip Consultants and GE coordinators.  
• Support our sales team by taking roll over sales calls, answering guest inquiries, and handling online booking follow-up.
• Cross departmental work and additional projects as required. 
  
  

WHAT ELSE WE’D LIKE TO SEE FROM YOU:

• Customer service experience. 
• CRM experience preferred. 
• Project management skills. 
• You believe in the importance of hospitality and customer service, recognizing that customers are all around. 
• You have a positive, solution-oriented attitude and always ask “How can I help?” 
• You exude fun and flexibility while contributing to the overall success of your Team. 
• Confidence in your problem-solving abilities, and the ability to exercise great judgement with decision-making in a timely manner  
• Excellent communication skills – verbal & written. 
• Expert attention to detail, efficiency, and work with a sense of urgency. 
• Takes initiative to continuously improve processes and is solution oriented. 
• Availability Monday-Friday - schedule may flex to include evening and weekend hours depending on time of year. 
  
  

TREK TRAVEL OFFERS:

• A fast pace, casual, fun, and flexible company culture where initiative and pro-activity are highly valued 
• Employee discounts and outdoor industry discounts 
  
  

At Trek Travel, we think outside the box, continuously improve, encourage feedback, and give it all we’ve got, all the time, no exceptions. This is a full time, limited term employment (LTE) position for the months of May-September. This position is based in Madison, Wisconsin and reports to the Guest Experience Manager. Interest in the active travel industry is beneficial, but not necessary.

If you have what it takes to join our team and the desire to help shape Trek Travel’s future, we wish you the best of luck and look forward to your application!

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