Manager, Groups Operations - Montréal, Canada - Vacances Air Canada / Air Canada Vacations

Vacances Air Canada / Air Canada Vacations

Verified Company

Montréal, Canada

6 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Direct, coordinate and execute all as relates to Group Travel. Execute on strategy, improve performance KPI's across all levels, while procuring and retaining talent and adequate resources.

This position will entail mentoring and coaching team members, as well as increase the quality of customer service and implement best practices across all levels.

Responsibilities:

Plan, organize and manage the Groups and incentive department, to optimize sales, enhance service standards and maximize talent retention.
Attain a minimum of budgeted % of group travel per year vs overall company pax travelled.
Establish targets and performance measurements for the Groups team.
Demonstrate leadership practices that prioritize an approach to customer service excellence.
Increase training and skill set of all team members.
Implement controls and best Practices based on industry standards.
Maintain, and review budgets, and day to day expenses.
Liaise with the Training department to ensure ongoing training of the staff.
Interpret technical problems, consult, coordinate and / or recommend solutions.
Mediate issues with travel agents and / or passengers.
Ensure a high level of customer service and professionalism is provided and maintained through telephone and public contacts.
Produce reports to manage team performance, track KPI's and flag any market trends.
Responsible for maintaining contact with preferred customers to ensure continued satisfaction and increase sale opportunities.
Negotiate solutions about issues and problem files.
Liaise with Destination Services ensuring group offering and handling is up to par with competition.
Work closely with Manager Business Process to ensure optimal and efficient processes in Groups.
Collaborate with the sales and commercial teams to develop a variety of marketing and outreach strategies to generate and nurture new accounts.
The above responsibilities are not intended to be allencompassing. May perform other tasks as assigned by immediate superior.

KNOWLEDGE AND SKILLS REQUIRED:

University or College diploma in Tourism or personnel management.
Minimum of 5 years of experience in the tourism industry.
Minimum 5 years' experience working for any combination or all of Group's operations, Sales and/or MICE organizations.
Fluently bilingual.
Strong team player.
Excellent interpersonal skills.
Ability to resolve problems quickly in a complex environment.
Ability to work in a fast paced, demanding environment and handle multiple projects effectively.
Customer Centric
Excellent communication and organizational skills.
Demonstrates excellent judgment, initiative, and flexibility.
Ability to work under pressure, assess priorities and cope with strict deadlines.
Solid understanding of Air Canada Vacations processes and procedures
Good knowledge of Word, Excel, Power Point.
Strong technical background in TTS, and ARD (Altea Amadeus Air)