Guest Experience Manager

Guest Experience Manager | Escape Group Cruises
Full-Time | $50,000 Base Salary + Up to $80,000 in Performance Bonuses | Total Compensation Up To $130,000 | Monthly Travel Required

Escape Group Cruises is growing, and we're looking for an outgoing, organized, and hospitality-focused Guest Experience Manager to join our Team.

This is a unique full-time position for someone who loves travel, people, hospitality, and creating incredible experiences.

You'll help lead select Pickleball At Sea Group Cruise and Match Point Tennis Cruise trips throughout the year, serving as a Trip Leader and one of the primary faces of our company for our Guests.

You'll welcome Guests, bring the group together, host activities and events, communicate schedules, coordinate with our partners, solve problems, and help make sure every part of the experience runs smoothly.

When you're not traveling, you'll help prepare for upcoming trips, communicate with Guests, strengthen Guest relationships, develop partnerships, and help introduce more people to our experiences.

We're looking for someone who doesn't just enjoy traveling.

We're looking for someone who loves helping other people have an incredible time while they travel.

Lead Our Guest Experiences:

A major part of this position is traveling with our Guests and helping lead their experience from beginning to end.

While traveling, you'll:

• Serve as a Trip Leader and company representative
• Welcome Guests and make them feel comfortable from the moment they arrive
• Create a fun, friendly, social, and inclusive group atmosphere
• Lead group gatherings, dinners, activities, excursions, and special events
• Confidently communicate schedules, meeting locations, activities, and important information
• Get to know our Guests and help make their experience personal and memorable
• Work alongside our Pickleball and Tennis Pros
• Coordinate with hotels, transportation providers, venues, cruise personnel, and other partners
• Help manage experiences both onboard and ashore
• Keep the group organized and activities running smoothly
• Anticipate Guest needs and proactively address questions or concerns
• Solve problems and adapt quickly when plans change
• Help Guests connect with one another and feel like they're part of the group
• Represent Escape Group Cruises throughout each trip
• Help create experiences that keep Guests coming back

This isn't a position where you simply accompany a group on vacation.

You're helping lead the vacation.

Guests will look to you for information, direction, assistance, organization, and energy. You should genuinely enjoy being around people and take pride in making sure they're having a great experience.

Prepare For Every Trip:

Creating an exceptional Guest experience starts long before departure.

Between trips, you'll help:

• Communicate with Guests before departure
• Answer questions and help Guests prepare for their trip
• Coordinate details with hotels, venues, transportation providers, and other partners
• Help organize schedules, activities, excursions, events, and Guest materials
• Confirm important trip details before departure
• Keep Guest information and trip logistics organized
• Identify opportunities to improve future trips
• Follow up with Guests after they return home
• Build relationships with returning Guests and help keep them connected with our brands

We're looking for someone who understands that in hospitality, the little details can make a big difference.

Build Relationships & Help Us Grow:

Creating great Guest experiences and growing our companies go hand in hand.

When you're not traveling or preparing for an upcoming trip, you'll help us build relationships and introduce more people to Pickleball At Sea Group Cruise and Match Point Tennis Cruise.

You'll:

• Build relationships with prospective, current, and returning Guests
• Follow up with people interested in traveling with us
• Help prospective Guests understand our trips and find the right experience
• Develop relationships with Pickleball and Tennis clubs, communities, Pros, organizations, and potential partners
• Identify opportunities for private groups and partnerships
• Represent our companies at select events, tournaments, and promotional opportunities
• Help develop ideas and promotions that increase awareness and bookings
• Look for new opportunities to reach future Guests
• Help turn great Guest experiences into long-term relationships and repeat travelers

We're not looking for a traditional salesperson.

We're looking for someone who is comfortable having conversations, building genuine relationships, following up, and helping people become excited about traveling with us.

Who We're Looking For:

The right person for this position is someone people naturally feel comfortable around.

You're outgoing without making everything about yourself. You're organized without being rigid. You're confident enough to lead a group while remaining approachable enough that a Guest feels comfortable coming to you with a question or problem.

Most importantly, you genuinely enjoy taking care of people and creating memorable experiences.

You should be:

• Warm, outgoing, personable, and welcoming
• Comfortable leading groups of people
• Confident speaking in front of groups
• Highly organized and dependable
• Excellent at communicating and following through
• Passionate about hospitality and Guest service
• Comfortable taking ownership and responsibility
• Calm and resourceful when something doesn't go according to plan
• Able to think quickly and make decisions while traveling
• Comfortable interacting with different personalities and age groups
• Willing to jump in and help wherever needed
• Able to balance having fun with maintaining professionalism
• Comfortable working independently
• Comfortable traveling regularly
• Flexible when trips require mornings, evenings, weekends, and multi-day travel
• Comfortable communicating by phone, email, video, and in person
• Excited about travel and creating experiences people remember

Experience in hospitality, tourism, group travel, cruise lines, resorts, events, recreation, Guest services, or group leadership is strongly preferred.

Experience as a tour director, tour guide, cruise staff member, activities director, resort team member, group travel leader, event manager, Guest services manager, or hospitality manager could be an excellent fit.

Experience playing Pickleball and/or Tennis is preferred but not required. Familiarity with either sport and its community is an advantage, but we're primarily focused on finding someone with the personality, hospitality mindset, leadership ability, and organizational skills to create exceptional experiences for our Guests.

Compensation:

$50,000 Base Salary + Up to $80,000 in Performance Bonuses | Total Compensation Up To $130,000

This is a full-time salaried position with significant opportunities to earn additional performance-based compensation as Escape Group Cruises grows.

Performance bonuses are tied to company-wide Guest growth, allowing your compensation to grow along with the company.

Performance bonuses provide the opportunity to earn up to an additional $80,000 annually, for total annual compensation of up to $130,000.

Travel & Schedule:

Regular travel is an important part of this position, but this is not a full-time travel position.

You'll travel on select Pickleball At Sea Group Cruise and Match Point Tennis Cruise trips throughout the year and may also attend occasional events, tournaments, or promotional opportunities.

When leading a trip, flexibility is essential. Trips may require early mornings, evenings, weekends, and consecutive days working directly with Guests.

When you're not traveling, you'll focus on preparing for upcoming trips, Guest communication, Guest relationships, partnerships, and helping grow our companies.

About Us:

Escape Group Cruises is a travel company specializing in group travel and unique hosted vacation experiences.

We are the travel partner for Pickleball At Sea Group Cruise and Match Point Tennis Cruise, working behind the scenes and alongside each company to help bring their group cruise experiences to life.

Through these partnerships, we help coordinate travel, support Guests, manage trip logistics, and help lead experiences both onboard and ashore.

Our work brings together travel, hospitality, recreation, and community, creating group vacations where Guests can play, learn, explore new destinations, meet new people, and enjoy the experience of traveling together.

As these partnerships continue to grow, we're expanding the number of Guests we serve, the trips and destinations we support, and the experiences we're able to offer.

Grow With Us:

This is an opportunity to join a growing company and have a meaningful impact on the experiences we create for our Guests.

As we grow, we want this position to grow with us.

For the right person, there will be opportunities to take on greater responsibility and expand into a larger leadership role overseeing Guest experiences, trip operations, and other areas across our brands.

We're looking for someone who is excited not only about where we are today, but about helping us create what's next.

Interested?

If you're a people-focused hospitality professional who loves travel, leading groups, bringing people together, solving problems, and creating incredible experiences for Guests, we want to hear from you.

Please submit your resume along with a brief introduction telling us about your experience in hospitality, travel, Guest service, events, or leading groups—and what excites you about the opportunity to help lead our Guests on unforgettable group vacations.

Pay: $50,000.00 - $130,000.00 per year

Benefits:

• Flexible schedule
• Paid time off

Work Location: Remote