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Guest Services & Business Development Assistant

Savor Food Tours
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Role: Guest Services Coordinator & Business Development Assistant
External Job Title: Guest Services & Business Development Assistant
Brand: Savor Food Tours
Reports To: Director of Operations
Location: In Person (occasional WFH with prior approval)
Classification: Full-time employee, Hourly (30-40 hrs/week)
Schedule: Thursday–Monday, 9 AM - 4:30 PM PT

Position Overview

This role is a dynamic combination of guest services, private tour sales, and operations ensuring a seamless and engaging experience for guests while driving revenue growth. The ideal candidate is a proactive communicator, detailed-oriented, skilled at sales and relationship-building, and passionate about food, travel, and hospitality.

Key Responsibilities

Guest Support & Communication (Primary role approx 20 hrs)

  • Serve as a primary point of contact for guest inquiries via email, phone, and chat.
  • Manage and respond to questions about tours, itineraries, and bookings.
  • Manage bookings, modifications, and cancellations.
  • Provide excellent customer service, addressing guest concerns and questions.
  • Monitor guest feedback and implement improvements.
  • Support last-minute changes or emergencies with quick problem-solving.
  • Reply to reviews online.

Private Tour Sales (Secondary role approx 5 - 10 hrs)

  • Serve as the primary point of contact for inbound private tour inquiries.
  • Qualify leads, understand guest needs, and provide customized tour recommendations.
  • Prepare and send proposals, itineraries, and quotes based on guest preferences.
  • Maintain accurate tracking of inquiries, conversions, and communications in CRM.
  • Follow up with potential guests to close sales and ensure a high conversion rate.

Operations & Tour Logistics (Tertiary role approx 5 - 10 hrs)

  • Assist in scheduling, confirming, and updating tour logistics.
  • Coordinate with restaurant partners, vendors, and guides to ensure seamless execution.
  • Maintain and update internal SOPs related to guest services and operations.

Key Performance Indicators (KPIs)

Guest Services

  • Email Response Efficiency: 95% of guest emails responded to within 1 hr.
  • Phone Response Efficiency: 95% of calls on shift picked up within 5 seconds.

Private Tour Sales

  • Response Efficiency: 95% of lead inquiries responded to within 5 minutes.
  • Monthly Private Tours Booked: Consistently booking at least 9 private tours per month.

Operations & Tour Logistics

  • Response Efficiency: 90% of emails responded to within 4 hr.
  • Task Completion: 90% of tasks are completed on time.

Qualifications & Skills

  • 3+ years of experience in customer service, sales, or hospitality.
  • Strong written and verbal communication skills.
  • Ability to manage multiple responsibilities across different functions.
  • Ability to manage multiple guest interactions while maintaining high service levels.
  • Ability to work without direct supervision.
  • Adept at conflict resolution and problem solving.
  • Proficiency in booking software, CRM systems, and Google Suite.
  • Passion for travel, food, and storytelling.