Canadian travel agency, Selena Travel (Canada) Inc. invites you for an Operations Manager to join its growing team. In this integral role, the Operations Manager will focus on all the planning and organizing of tours with a focus on customer experience. In this role, you will proactively engage with destination partners to ensure an amazing and memorable visit.
This is a role for an individual who is organized, an excellent communicator, and has proven customer service skills. The Operations Manager will possess exceptional customer service and deliver an exceptional customer experience.
Responsible for planning, organizing, and coordinating all tours and suppliers’ reservations.
Responsible for establishing and updating work schedules and procedures as necessary and coordinating with the product – sales team.
Responsible for researching potential service providers (restaurants, hotels, resorts, transportation, and destinations), negotiating pricing, signing contracts, ordering confirmations, coordinating payments, and evaluating each provider's performance.
Responsible for managing all reservation requests and coordinating with the service providers.
Responsible for planning, scheduling, administering, managing budgets, contracts, equipment, and supplies for every tour.
Responsible for preparing and submitting operational reports and resolving service-related problems.
Responsible for opening, hiding, or deleting recommendations of accounts related to supplier data in the company’s database, updating prices for them, enriching and improving information, and cooperating with their owners and managers.
Responsible for reviewing and reconciling all service invoices from service providers and summarizing payments for approval.
Responsible for managing and promptly resolving all customer complaints and inquiries.
Responsible for effectively communicating with partners, customers, and internal staff regarding tour package information.
Responsible for planning, assigning, training, scheduling, and supervising the work of operation employees: reservation clerks, tour guides, tour leaders, and drivers.
Responsible for hiring full-time and seasonal employees, training, evaluating, reviewing, and approving timecards.
Responsible for ensuring all employees are adhering to safety procedures and company policies.
Accountable for contracting service agreements with service providers and resolving all issues.
Accountable for attending tourism trade shows, promoting company products and offerings, and preparing contracts with partners.
Fully embrace and follow the vision, mission, and values, adhering to the code of conduct, applicable regulations & standards.
Contribute to a positive company culture and work environment; provide polite and personal interaction.
Handle all confidential information with utmost information security and privacy.
With professionalism, tact, and conformance to business etiquette, be an ambassador of Selena Travel (Canada) Inc.
Ensure correspondence is in accordance with business writing etiquette and standards.
Utilize the preferred communication medium(s) of those you are working with (ex: phone, email, apps, etc.), offering communication improvements as needed.
In addition to the main duties, if you wish, you can perform the duties of creating and selling travel packages according to a special agreement with the CEO.
Bachelor’s Degree in Business Administration or Operations Management with a focus in tourism, travel, hospitality, business, or operations is preferred.
At least three (3) years of experience in the Canadian tourism and hospitality industry, preferably at an operations management level.
Experience with a travel reservation system is an asset.
Team-oriented and focused on the success of everyone.
Strong communicator, verbal and written, with the ability to present well, be persuasive, and express confidence in ideas.
Proven customer service experience with demonstrated professionalism.
Strong negotiation skills with the ability to influence and build trust.
Ability to be creative and find alternative solutions.
A self-starter with demonstrated ownership in the area of responsibility.
Skilled in working with people, organizing & coordinating, both virtually and physically.
Proficient with Microsoft Office.
Must be able to travel overseas to attend travel trade shows at the marketplace.
Salary: 55,000 - 80,000 /Year
Extended Health Vision Benefits, Medical coverage for abroad travel, Fitness reimbursement, Maternity/Paternity Leave top-up, Performance incentives based on customer reviews, Innovations bonus, Bonus of the year.
Location: Squamish, BC
Position: Full-time, 40 hours per week.
Resume review/virtual interview/meet in-person (2 weeks).