Travel Experiences Coordinator

3 weeks ago

Vancouver, Canada Discover Canada Tours Full time

Reporting to the Product Manager, the Travel Experiences Coordinator - Group Travel will be primarily responsible for developing custom group quotes and providing ongoing support to clients and excellent customer service. The Travel Experiences Coordinator - will also assist the Product Manager and Director with the ongoing development of the scheduled Multi Day Tours.

Interact effectively with all of our customers and partners and have the ability to respond to inquiries independently, professionally and promptly. Specific responsibilities include:
Custom Tour Quoting & Product Development
- Share your love of Canada through the creation of custom tour proposals
- Collaborate with the Product Manager and Sales department in a strategic growth plan for group sales, including customer service standards, advance sales strategy
- Be one of the first points of contact for incoming group inquiries
- Generate new group business for all divisions by creating exceptional and competitive group proposals based on client requirements and budget
- Using extensive knowledge of geographical information for Western Canada and Washington & suppliers throughout Canada build unique itineraries and packages that will impress customers, in consultation with the Product Manager
- In consultation with the Product Manager utilize pricing template and research similar products set prices that will provide good value to the clients while meeting profit margin targets.
- Load custom tours onto a booking system as needed
- Collaborate with Sales team to ensure partner and account relationship is managed effectively
- Work with existing clients to assess needs and present tour options with the goal of continually increasing the amount of business with them
- Manage communications and deliver excellent customer service to all parties in reference to group bookings, serving as point of contact for various clients
- Deliver information sessions and presentations to clients as needed
- Partner with internal graphics designer to develop marketing material for clients as needed
- Ensure company deadlines, payment collection, and group details are delivered according to contract terms
- Partner with accounting team to collect and document all deposits and payments according to the schedule outlined in the agreement between client and company
- Troubleshoot issues that arise before, during or after the tour, pursuant to company policy

Scheduled Tour Product Development
- Partner with Product Manager to identify the best suppliers to work with for each tour
- Ensure annual hotel blocks are made in a timely manner
- Responsible for product quality & guest experience
- Continuously evaluate itineraries and make improvements where possible based on feedback from clients and tour guides.
- Understand customer needs
- Decide on best add-ons
- Train operations and sales teams on all assigned products
- Train Tour Guide Manager / Supervisor(s) on new tour products
- Communicate with sales & marketing team to determine best schedule, new products, etc
- Research competitor product and pricing
- Attends guide training ensuring the understand the products and/or train the tour guide supervisor
- Verify products on our booking system and third party sites and our own marketing materials to ensure all information is correct
- Serve as a bridge between sales and operations
- In collaboration with the Product Manager identify the best accommodations, attractions and unique experiences that we can add to our portfolio for Group Travel for specific brands.
- Manage the product for a specific brand under the DCT company of brands, creating product based on the key selling features.
- Stays on top of new tourism products, attends trade shows, familiarization visit of top suppliers/destinations, etc.

Assist with projects related to the position as directed by the Manager
- Job Requirements/Qualifications:

- Expectations/Responsibilities:

- Excellent destination knowledge is strongly preferred
- Ability to plan, organize, set priorities and manage processes efficiently on a daily basis
- Must be results focused, have attention to detail, excellent organizational skills, able to meet tight deadlines and work well under pressure
- Excellent attention to detail
- Successfully manage multiple clients and their travel request
- Self motivated and positive, professional approach to customer service
- Minimum 1- 2 years experience preferred in the Travel Industry specifically Group Travel.

Position Attributes: WHAT WE ARE LOOKING FOR
- A passion to take full ownership of your position and take opportunities to the next new level
- Willingness to go above and beyond and be a dynamic team player within organization
- A strong communicator, enthusiastic, optimistic, accommodating, energetic, verbal and active within a team environment. Strong command of English.
- Ability to influence while building friendly and positive relationships
- A terrific collaborator, able

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