Shop Caller – Guest Experience Evaluator & Coach

Full Job Description

About Pathfinder Hospitality

At Pathfinder Hospitality, we're redefining what hospitality feels like—from our guests to our team members. We believe exceptional service is no accident—it’s cultivated through consistent feedback, meaningful coaching, and a culture that puts people first. As we grow, we're expanding our services to ensure every experience at our properties is thoughtful and memorable.

Position Summary

Do you believe that great service starts with great support? Pathfinder Hospitality is seeking a Shop Caller to join our Talent & Guest Experience team on a flexible, on-call basis. In this role, you'll make strategic phone calls to evaluate the performance of Front Desk Agents and Night Auditors, then follow up with brief coaching sessions to reinforce strengths and guide improvements.

This role is ideal for someone with a sharp ear for hospitality, a heart for mentorship, and availability to contribute a few hours a week—when it matters most.

Why Join Us?

• Play a vital role in shaping the guest experience without a full-time commitment.
• Be part of a forward-thinking team dedicated to elevating people and performance.
• Flexible hours, remote-friendly setup, and a clear impact on service quality.
• Opportunity to grow with a company that values development at every level.

Job Responsibilities

Place scripted calls to hotel Front Desk Agents and Night Auditors, assessing communication, professionalism, and guest focus.

Complete a standardized scoring survey for each call, noting key behaviors and service elements.

Lead brief, encouraging coaching sessions with the SSA (Service Success Agent) following each evaluation.

Maintain fairness, discretion, and empathy in both evaluations and coaching.

Provide feedback to the Talent team on recurring themes or training opportunities.

Job Requirements

Strong communication and active listening skills.

Background in hospitality, customer service, or coaching is a plus.

Ability to give feedback that is honest, kind, and actionable.

Comfortable working with a flexible, low-hour schedule (approx. 2 hours/week).

Tech-savvy enough to complete forms and participate in remote sessions reliably.

Skills Required

• Cold Calling - Beginner

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