Tours and Guest Experience Specialist

2 months ago

Winnipeg, Canada Frontiers North Adventures Full time

Since 1987, Frontiers North Adventures has hosted guests in and around the subarctic community of Churchill, Manitoba to dine beneath the northern lights, drift amongst beluga whales, and lock eyes with wild polar bears. Our programs are meaningfully designed for wildlife and culture enthusiasts, photographers, families, and experiential adventure travellers. We consider ourselves stewards of the resources made available to us with the goal of conducting our business in a safe and sustainable manner. As the first Certified B Corporation in Canada’s tourism industry, using business as a force for good, we work hard to leave a positive impact on our guests, our team of employees, and the environments and communities in which we operate. Frontiers North Adventures works and hosts guests on Treaty 1, 2 and 5 Territories, which include the traditional and ancestral lands of the Cree, Ojibway, Oji-Cree, Dakota, Dene, Inuit, and the homeland of the Red River Métis Nation.

The people that comprise Frontiers North share in the stewardship of the resources made available to us and conduct themselves in a safe and sustainable manner. Whether they work on the tundra, in a Tundra Buggy®, at the Ptarmigan, the Tundra Pub, the Tundra Inn, or behind a desk, our employees work hard to benefit our guests and the ecosystems and communities in which we operate, and passionately share those values with our guests. We are the official Conservation Journey® and Tundra Buggy® people.

**We are currently recruiting a **Tours and Guest Experience Specialist for a full-time, in-person, permanent position in Winnipeg, MB.**

***

As the primary point of contact for the sale of Frontiers North Adventure (FNA) tours and services, the Adventure Planner is responsible for creating and building lasting relationships with FNA clients. Working with other FNA team members, this role increases revenue and contributes positively to FNA’s profitability by providing excellent customer service and using effective sales techniques to match prospective guests with the tour package that best suits their travel interests and requirements.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**Sales and Guest Relations**
- Act as the primary contact for prospective guests and agency partners contacting FNA, providing excellent and timely customer service and using effective sales techniques to sell FNA’s full range of products and services.
- Assist prospective guests with planning their adventures, providing them with marketing materials, asking pertinent questions and responding to their inquiries, and selecting and customizing tours to best suit their travel interests and requirements.
- Refer guests to products and services provided by our partner organizations.
- Respond to guest inquiries and resolve guest concerns and/or issues when possible, or by referring them to the appropriate team member or department when not.
- Assist partners/resellers in the sale of FNA products and services, including providing marketing materials and availability reports.
- Follow up with prospective clients after initial contact.
- Proactively act to retain and expand existing guest relationships while pursuing new sources of revenue.
- Follow up with trade show partners and qualified sales leads.
- Remain current on FNA marketing materials, website information, and pricing to ensure consistent messages are being communicated to the clients, guests, and the public.
- Work with the Manager, Sales & Partner Development, and the entire sales team, to develop sales tactics to drive sales and increase profitability.
- Work with the Manager, Sales & Partner Development, to set personal sales goals and actively monitor and report on the results.
- Attend regular departmental sales meetings.

**Sales Administration**
- Work with the Group Tours Sales and Fulfillment Specialist to assist in the preparation of Pre-Formed Group (PFG) proposals.
- Work directly with other members of the sales team to ensure efficient administration of documentation and timely processing.
- Index, store, and maintain electronic sales documents on the shared server, ensuring document control and naming protocols are followed for easy retrieval.
- Ensure all client, tour, and other information is entered into the tour database program.
- Regularly review air and rail tariffs and provide updates to the sales team.
- Assist in the administration of guest loyalty programs.
- Update, maintain, and distribute departmental reports and rate sheets within required deadlines.
- Accurately invoice customers, process deposits and final payments in a timely manner, and complete accounts receivable (AR) reporting.
- Assist with preparing sales presentations.

**Risk Management and Internal Control**
- Ensure that guest waiver forms and emergency contact information is accurately collected and documented.
- Thoroughly explain all FNA terms and conditions to guests to ensure their planned adventures will meet

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