Operations Coordinator, Canada

• Completing all aspects of the operations process for FIT programs:

• Working under the Entrée Canada Sales team to secure sold trips and ensure smooth implementation of all travel arrangements according to our standards of service.

• Managing supplier bookings for confirmed trips and tracking that all trip components have been confirmed as sold (utilizing our reservations system).

• Maintaining regular communication with the Sales Manager throughout the full cycle of a trip.

• Leading direct communication with agent or client at 90 to 45 days prior to travel, when the confirmed trip transitions from Sales to Operations.

• Managing complete and accurate electronic client folders on the server.

• Maintaining effective relationships with suppliers that will prepare them for service delivery.

• Polished and professional complaint resolution.

• Developing and maintaining strong relationships with clients, offering excellent customer service:

• Finessing unique, safe, and luxurious experiences that build lasting memories.

• Reviewing trip details to ensure that the trip fulfills if not surpasses the client’s expectations.

• Delivering special “touches” or wow factors during client’s trips.

• Ensuring that every interaction is utilized as an opportunity to impress and be of service.

• Diarizing, ordering, tracking, and arranging delivery of welcome and thank you gifts for clients or agents (for all Canada FIT trips)

• Maintaining up to date Trip Calendar entries, tracking Live Travel interactions with client (can include changes, cancelations, and any positive or negative impressions of travel).

• Working with the Sales Manager to implement any additional charges, cancelations, or refunds.

• Providing the Documentation Department with complete and accurate trip information and reviewing itineraries for accuracy.

• Sharing product knowledge, supplier feedback with Operations team or Sales and Product as needed.

• Tracking Supplier Issues and Kudos as needed throughout the season.

• Closing files and accounting for all services and any changes that may have occurred.

• Responsible for sharing Manager-on-call duty with colleagues. The Manager-on-call is responsible for providing 24/7 on-call service to our clients, managing changes and solving onsite issues to ensure each trip goes smoothly. Manager-on-call duty rotates each week.

Skills & Qualifications Required:

• At least two years of previous relevant experience in the travel industry (preferably with a tour operator, wholesaler or Destination Management Company)

• Product knowledge of Canadian hotels, resorts, and travel services

• Strong communication skills – experience in communicating with travel agents and their clients preferred.

• Excellent attention to detail and an understanding of a high level of customer service

• Ability to multi-task and meet strict deadlines in a fast-paced environment

• Able to take on a large workload seasonally and handle it adeptly

• Ability to work independently, as well as part of a team

• Fluency in the English language (written & spoken)

• Excellent time management and organizational skills

• High ability to manage changes

• Poised, confident and decisive in pressure situations

• Proficiency in Microsoft Office, Internet, and e-mail applications. Experience with Tourplan an asset.

Salary/Wage

$20-$28 depending on experience

Other Perks/Benefits

What We Offer: • Gain industry experience at an internationally acclaimed luxury travel company with 30 years of success • A purpose-led organization, treating each other with the same level of integrity and care as our guests • A gorgeous Gastown office with a roof top deck and views of Coal Harbour and the North Shore Mountains. Close to Sky-train, West Coast express and loads of shopping and restaurants. • Opportunity to participate in tourism industry programs and receive tourism industry rates

Accessible Employer: Yes

Open to International applicants with valid Canadian Work permits: No