Adventure Travel Program Coordinator

This job contributes to REI Adventures success through the coordination of an assortment of adventure travel products operated by international and/or domestic vendors. The Program Coordinator (PC) ensures the completeness and accuracy of trip materials, independently manages inventory, maintains detailed departure level vendor communication, conducts advanced traveler medical screening, is the first line in incident response and documentation and customer service recovery, and ensures adherence to operating agreements.

The Program Coordinator serves as a subject matter expert on their assigned programs and supports vendor relationships, trip operations and quality assurance in the field, traveling domestically and internationally to independently assess programs and help ensure all itineraries meet or exceed REI Adventures’ standards and expectations. Models and acts in accordance with REI’s guiding values and mission.

Program Operations

  • Maintain strong vendor relationships

  • Maintain customer-facing trip information to ensure accuracy and appropriate level of detail

  • Serve as first point of contact for trip and departure specific financial exceptions

  • First line of support and resolution for Incident Reporting

  • Verify that all vendor agreements and supporting documents, including nets/finals, are current and accurate

  • Ensure programming and price are accurately reflected in agreements and documents are fully executed

  • Provide critical trip and guest information to vendors in the form of reports and feedback

Inventory Management

  • Manage trip inventory to support strategic planning and growth, maximizing revenue and margin

  • Increase or decrease trip inventory based on performance to maximize customer experience and profitability

  • Coordinate planning and execution of Private Departures and Partner Programs with external and internal teams

Quality Assurance: Operations
  • In conjunction with Program Managers, support ongoing Quality Assurance, including Customer Service, Program Quality and sustainability assessments, assuring product integrity

  • Manage incident reporting and service recovery process, including guest follow-up and documentation

  • Address customer complaints, make decisions on refunds to maintain brand reputation

  • Assess feedback/trends and collaborate with Program Managers to enhance experience

  • Address routine vendor performance issues as needed

Quality Assurance: Field Auditing

  • Travel domestically and internationally to independently evaluate new and existing programs, including safety and risk management, brand presence, guide performance, sustainability of operations and overall quality

  • Ensure the REI brand is executed correctly and experience meets or exceeds guest expectations

  • Responsible for real-time program adjustments and service recovery decision-making should issues arise in the field

  • Assist in preparing vendor, materials and logistics for in-field auditing (first departure or familiarization)

  • Conduct vendor follow-up post-trip to ensure changes are implemented

  • Share key learning and product knowledge and provide staff training

Guest Prequalification, Customer Service & Sales Support

  • Primary role in escalated medical screening for travelers, working closely with travelers to help ensure they are prepared and escalating serious health or safety concerns as necessary

  • Lead role in assisting Customer Service team with elevated prequalification screening and guest support

  • Lead role in escalated customer service recovery, fielding customer complaints, validating concerns and issues and determining the appropriate remedy or compensation

  • Mentor and assist Customer Service Team with trip or customer related issues requiring program team support

  • Serve as a subject matter expert on assigned trips

  • Communicate program updates/changes to relevant staff

  • Develop, facilitate and maintain product training to staff as needed

Bring your passion and expertise
  • 2 yrs. adventure travel, wholesale travel, tourism industry, or outdoor education experience
  • Experience working with adventure travel itineraries involving diverse activity, cultural and geographic components- including details of transportation, lodging, logistics, and customer relations
  • Bachelor’s Degree in Business, Leisure & Recreation Management, or equivalent experience
  • Excellent decision making skills
  • Solid planning and organizational skills; ability to handle competing priorities
  • Ability to build and cultivate relationships within the industry and cross culturally
  • Strong written and verbal communication skills in formal and informal situations
  • Strong identification with REI’s customer service philosophy; ability to effectively resolve customer issues and effectively communicate sensitive information
  • Proficiency with Word, Excel, Outlook, Power Point and the internet
  • Demonstrate a high degree of accuracy and attention to detail
  • Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.
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