Reservations Supervisor (NOC 6313)

Job Description

Arctic Range Adventure, one of Yukon’s leading outdoor adventure companies, is looking for an exceptional Reservations Supervisor.

A Reservations Supervisor, will act as a liaison, provide tours information and resolve any emerging problems that our customers might face with accuracy and efficiency. A Reservations Supervisor will also help in acquisition and revenue growth targets by converting email and phone leads to bookings.
The position requires strong multi-tasking skills in a fast-paced work environment. The Reservations Supervisor is required to find trip information quickly from a variety of sources while simultaneously holding an engaging conversation. Interruptions are to be expected, and the ability to complete tasks despite being side-tracked is essential. A friendly and accommodating personality is desired, and a professional phone manner is a must. With a range of responsibilities at your feet, you need to be a great all-rounder and an expert multi-tasker.

For consideration, all applicants must complete the job application form.

RESPONSIBILITIES:

• Analyze all guest and travel agent requirements through telephone and emails and recommend suitable options for all customers and assist to confirm all reservations
• Ensure all incoming calls with courtesy and ensure efficient resolution of all guest inquiries for various tour services and operations
• While providing a superior customer experience, handle incoming calls from booked clients and assist with any inquiries they may have
• Manage all inquiries from guests and travel agents and ensure response and completion of all guest requests, evaluate all reservation logs and provide update on everyday basis
• Build and promote strong, long-lasting client relationships by responding in a timely manner to the clients’ questions and understanding their needs
• Manage all communication through company’s social media accounts
• Maintain awareness of new products and promotions
• Follow set procedures and systems for Phone, Email communication with clients, suppliers and other staff
• Ensure all data is entered as per standards in in-house data system and all leads are followed up in a timely manner
• Review all client feedback and act on it
• Sell tour programs to interested travelers
• Create customized tour programs to interested travelers
• Through outbound call initiatives, follow up on warm leads from prospects that have shown interest in visiting the region of our tour programs
• Achieve growth and hit sales targets by successfully converting leads on a weekly, monthly and yearly basis
• Follow established scripting, standards and policies during each phone call.
• Provide travel information, itineraries and prices
• Handle customer complaints or concerns
• Counsel clients on terms and conditions of travel e.g. cancellation policies
• Book reservations and send out confirmation notices
• Process payments and refunds with accuracy
• Coordinating duties with the operations manager
• Reporting to senior management
• Good interpersonal and teamwork skills
• Experience in public relations a plus but not a necessity
• Assist operation with ongoing scheduling and planning
• Other duties as assigned
• May perform the same duties as workers supervised

SKILLS:

• Must have a persuasive exceptional customer service, communications skills, and attention to detail.
• Work requires professional written and verbal communication and interpersonal skills in English and Spanish.
• Ability to communicate and interact with people at all levels
• Tourism and reservations experience
• A secondary school diploma is preferred
• Courses in computers, languages and communications are an asset
• Excellent telephone manner and etiquette are required
• Excellent customer service skills
• Good communication skills
• Detail-oriented
• Experience with basic computer applications
• Ability to do thorough research
• Organizational skills
• Previous cash handling experience
• Self-directed and self-motivated
• Excellent organization and planning skills
• Ability to manage multiple projects and priorities
• Should have strong interpersonal skills
• Be able to think innovative and creative
• Should know how to work result oriented
• Be able to work in a team environment with minimal supervision
• Proficient in using MS Office (Microsoft Excel, Word, PowerPoint)
• Basic computer proficiency
• Data entry experience
• Working knowledge of office equipment, such as copiers, fax machines, and scanners

EDUCATIONAL QUALIFICATIONS & EXPERIENCE:

• At least 1 year of experience in similar role
• At least 6 months of experience in working as adventure tour guide
• Fluency in English and Spanish
• Some high school
• Up-to-date First Aid Certificate & CPR
• Commercial Driver’s License

AUTHORITY AND INDEPENDENCE:

• The Reservations & Sales Agent has full authority delegated by the General Manager as per the requirements, duties and responsibility of the job.

WORK CONDITIONS:

• Work normal working hours but may be required to do some work in evening and/or on weekends.
• Work requires willingness to work nights and weekends.

SALARY:

• CAD 22/hour for 35-40.00 hours per week

PHYSICAL AND MENTAL EFFORT:

• Reasonable level of fitness

WORK ENVIRONMENT:

• Office environment; Work is administrative in nature.
• The jobholder is not subject to work that is physically demanding and is generally not exposed to any hazards as a direct consequence of the job.

WORK LOCATION:

• The Reservations Supervisor position is located in Whitehorse (Yukon).

Perks:

• Competitive salary
• Training and certification programs are supported
• Supplementary company training
• Benefits offered after 180 days of employment (health, dental, vision, etc.)

This position is year-round employment depending on qualification and performance.
We thank all those who apply but only those considered will be contacted.

Application deadline: February 28, 2021
If you have the experience, drive and interest to qualify for this opportunity please email your resume, cover-letter and references to office.jobs@arcticrange.com .