| Description: |
Staffmax Staffing is working with our rapidly progressive clients in the Travel industry to hire an experienced Travel Agency/Vacation Manager for their Thornhill, ON location.
Location: Thornhill, ON
Pay Scale-65k-80k+ Benefits + Parking
Job Types: Full-time, Permanent
This position has direct supervisory responsibilities and does serve as a coach and mentor for all agents in part of vacations and customer service of this department in the company requiring heavy team engagement and good diplomacy skills.
Essential Functions
- Oversees general Travel Agency functions of the company, reporting directly to the CEO and Board of Directors.
- Works with senior managers to develop strategic initiatives that promote a high-performance workforce and a corresponding supportive culture to encourage customer service and sales.
- Designs and delivers training curriculum and programs for employee and agent training in both online and in-person formats using various software and learning systems.
- Identifies training needs for business units and individual executive coaching needs.
- Following initial training, complete the following steps daily, weekly, or monthly as required:
- Complete agent training with new employees including review of monthly staff updates.
- Review agents shifts, customer services, and sales.
- Establish the customer relationship and agent’s follow-up to the request. Maintain agent correspondence with customers and check the video recording to ensure compliance with company standards.
- Evaluates employee performance data, tracking daily sales, service measures, and comparisons against company data to ensure consistency and achievement of standards.
- Assists international employees and agents with expatriate assignments and related issues.
- Provides input on business unit restructures, workforce planning, and succession planning.
- Coordinates the performance management program and related improvement initiatives.
- Manages and resolves complex employee and agent relations issues and conducts effective, thorough, and objective investigations to identify and resolve issues as possible.
- Maintains in-depth knowledge of legal requirements related to day-to-day management of employees and agents to reduce legal risks and ensure regulatory compliance.
- Builds, develops and maintains ongoing professional working relationships with employees, agents throughout the organization to establish and maintain trust.
- Reviews the sales revenue based on the destinations and prepares reports for the Board of Directors on top indicators, trends, and decision-making strategies.
- Drives continuous improvement in related destinations, supplier policies, hotel and resort policies, and processes.
Required Skills/Abilities
- Demonstrated proficiency in all-inclusive vacation packages, tours, and packages.
- Demonstrated proficiency in Microsoft Office including Word, Excel, PowerPoint, etc.
- Advanced interpersonal, verbal, and written communication skills. -Excellent skills in Travel destinations such as North America, South America, Caribbean destinations.
- Excellent skills in Resorts, Resort Facilities, Family Resorts, Adult Resorts, and Gay Resorts.
- Strong analytical, problem-solving, and data management skills to produce reports.
- Resourceful and creative to effectively research, benchmark, and support solutions.
- Excellent skills in organization, attention to detail, time management, meeting deadlines.
- Confident in consulting, guiding, and persuading internal customers and stakeholders.
- Ability to learn and maintain product knowledge and stay current on product updates.
- Ability to interface with many international destinations to establish relationships and cooperation.
- Knowledge of applicable employment laws.
- Knowledge of independent contractor regulations specific to the travel industry.
We thank all applicants but only the selected candidates will be contacted.
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