Groups Reservation Manager
6 months ago
**GROUPS RESERVATIONS MANAGER**
Division/ Department: Goway Groups Only Department
Reports to: Vice President - Groups
Location: Goway Vancouver Office
**COMPANY Description**:
Since 1970, Goway Travel Ltd. has been providing unforgettable travel experiences for travelers from all walks of life. We are North America’s leading travel provider to the South Pacific, Africa, Asia, Latin America and Europe. We offer a wide choice of travel ideas to more than 100 + countries, ranging from fully independent traveling, to escorted tours and customized groups. We have a global presence with our head office in Toronto and branches in Vancouver, Los Angeles, Manila and Sydney.
**DEPARTMENT/ DIVISION DESCRIPTION**:
The Groups Department specializes in customizing unique, innovative & interactive group itineraries utilizing the team’s Destination expertise and tour planning skills for the North American Trade and direct Affinity Group markets. The Reservation Manager works closely with the VP, the Commercial Manager and Group Specialists focusing on implementing & monitoring Dept. policies & procedures and managing all product and supplier relations across all destinations to maximize efficiencies and overall profit for the Department.
**JOB RESPONSIBILITIES**:
**Focus**: To grow the depth and breadth of Group Specialist’s knowledge. Ensure consistency of resources for our Group Specialists and product offerings for our customers. Grow your destinations and its team members.
**TRAINING**:
- Continued expansion of the Groups Only training program for your destinations
- Update and create additional LMS modules as needed
- Conduct workshops as needed for your team or the entire team
- Mentor new staff tracking their training progress and training needs regarding product and product knowledge and Sales Force
- Assist with the growth plan of Group Specialist team members to ensure a satisfied and rewarding work/life balance within the team
**COACHING/STAFFING**:
- Assist in recruiting/hiring process
- Staff scheduling
- Conduct training sessions in conjunction with the Training division
- Manage, coach and develop Group Specialists on your team in conjunction with VP to ensure sellers achieve their yearly targets and drive best performance.
- Support all sellers on your team on a daily basis to convert inquiries into deposits, solve problems, assist in file management and backup support when staff out of office
- Manage KPI’s with each team member to ensure compliance, accuracy and conversion.
- Create, develop and foster ‘team spirit’ and morale. Motivate staff with positivity and encouragement and instill a ‘sell company culture’
- Monitor enquiry levels, workloads and distribute leads accordingly to your team
**PRODUCT/SALES**:
- Attend Goway and one-off group consumer presentations as required.
- Be willing and available to travel to trade events, if necessary
- Foster relationships with preferred suppliers and manage SLAs along with production to ensure win-win for all
- Conduct webinars, build PowerPoint presentations etc. as required
- Liaise with TL’s on weekly basis re supplier issues, updates, SLAs & ensuring the supplier contact sheet is updated
- Create and maintain Resource hub for your destinations
- Grow sales for above regions ensuring department conversion levels are maintained regarding leads, quotes and bookings. Identifying supplier and destination issues
Monthly report to VP of Groups Only outlining staff issues, product issues and MTD and YTD results for destination and staff
**KEY PERFORMANCE INDICATORS**:
Booking Conversion Rate (your team & destinations) Goal: > 20%
Number & percentage of sales staff on target Goal: > 75%
Staff Turnover Rate Goal: < 10%
KPIs completed monthly, incl. year-end & Quarterly Goal: 100%
System policies & procedures are followed Goal: 100%
Sales results for your destination, Gross and Trl Margin Goal: 100%
**KNOWLEDGE, SKILLS & ABILITIES**:
- Proven experience in motivating, coaching and supervising employees
- Excellent customer service skills and attitude
- Conflict resolution and leadership skills
- Strong comprehension of sales targets & reports
- Knowledge of Goway systems and processes
- Destination knowledge with over 5 years of experience selling long haul groups.
- Ability to multitask under conflicting deadlines.
- Strong interpersonal, communication, and time management skills.
- Strong knowledge of Microsoft Office, Amadeus and Sales Force
- Pays close attention to detail
- Able to work in a team setting and individually.
DISCLAIMER: This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned from time to time to meet the ongoing and changing needs of the organization.
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