Job description
Position Summary
Reports directly to the Vice President and is responsible for managing day-to-day On Road operations within the USA and Canada. This position will lead the On Road Team and provide structure and support for recruitment, training and development of On Road Team members.
Duties and Responsibilities
- Responsible for pre-trip briefing & post de-briefing of Trip Managers (i.e. changes and or updates, post-trip accounting, discuss any on road or product issues).
Work closely with the Operations Admin Team on the administration of all that pertains to Trip Managers to ensure it complies with company policy and service standards. This includes TOPS, Salesforce, SharePoint and TEAMS among other applications used for trip and team administration.
Approval of weekly timesheets. Assist in the areas of recruiting & hiring. Facilitate training, performance evaluations and P&C administration of new and existing Trip Managers
Manage, analyze and improve workflows to ensure deadlines for operations season are met in preparation for peak operating season and within the overall Tour Operators Business Cycle.
Monitor and support all Quality Improvement efforts. This includes monitoring all aspects of internal eCTQ survey process and Salesforce with regards to NPS and supplier feedback. Work in conjunction with Product and Operations
Team to assess trip components are meeting quality and service delivery standards.
Oversee the administration of all customer relations processes and service excellence metrics. This includes working with the Vice President to receive, log-in, and respond to escalated client concerns and quality control situations with USA/Canada tours.
Manage the administration of Trip Timings & Guest Docs on an ongoing basis. Ensure the completion and accuracy of itineraries in line with brochured itineraries (both online and Guest Docs) for accurate and effective delivery of the products and services.
Resolve operational issues with diplomacy and tact to achieve objectives and meet company standards for service
excellence. Approach situations with a Team Player mentality to ensure the best outcome for both the company and the individuals involved.
Be on-call to work with Trip Managers and handle emergencies that may occur during trip operations. (Rotational)
Assist with Product Development for new and existing trip programs based on client feedback and Trip Manager feedback
Faculty of TMTS Inc (Tour Manager Training School), facilitates the training of all Trip Manager candidates
Qualifications
Employment Experience:
5+ years of professional experience, in a fast paced operational environment, client services, partnership management, product management required. Travel related experience required.
Technical Skills:
Proficiency in Microsoft Office applications (Office, Word, Excel, PowerPoint) required.
Communication Skills:
Strong verbal and written communication skills required. Proactive, strategic mentality with the ability to communicate well and motivate others required. Ability to communicate with all levels of staff required.
Vision Requirements:
Vision correctable to 20/20 with reasonable accommodation required. Ability to look at a computer monitor for extended periods of time required.
Physical Requirements:
Able to sit for long periods of time and to use a computer, mouse and keyboard required. Able to lift 20 lbs with reasonable accommodation preferred.
Other Skills:
Strong analytical skills required. Ability to accommodate a variable work schedule (occasional nights, weekends, and high degree of travel) required
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