Expedition Reservations Manager

Lindblad Expeditions

2d•$80,000 - $90,000•Hybrid

About The Position

Our reservations – or Expedition Specialist - team are the off-ship “face” of the company. And with many of our guests booking expeditions, 9, 12, 18 or even 24 months in advance, they are who our guests and travel partners develop relationships with and who set the tone for a Lindblad-National Geographic experience. The Reservations Manager plays a key role on the Reservations team as a leader and coach to Expedition Specialists. This person will provide guidance, support, training, and motivation on a daily basis to help Expedition Specialists exceed sales goals. The Reservations Manager will also work with internal partners to fulfill our brand promise to do “Whatever It Takes” in their guest and travel partner interactions just as much as our Field Staff and Crew do on the ship. As Expedition Specialists provide exceptional service and effectively close sales, the main objective of the Reservations Manager role is to support Expedition Specialists through both day-to-day coaching and contributing to longer-term, strategic initiatives. This position requires a self-motivated individual with strong time management skills and an ability to prioritize, along with excellent communication and customer service skills. The Reservations Manager must be team-oriented, as the position requires interaction with various partners, including the Revenue Management, Inventory, Operations, and Sales & Marketing. The ideal candidate will also have a strong ability to multi-task and a passion for travel. To assist guests and travel advisors as well as Expedition Specialists, the Reservations Manager will need to become an expert in our reservations systems and processes as well as our products.

Requirements

4-year college degree or equivalent experience required
Excellent problem solving and strategic thinking skills
Outstanding time management and organizational skills, with a strong ability to prioritize and resolve issues effectively and independently
Proficiency in Microsoft Office products, including Word and Excel
Salesforce and Seaware experience required
Exceptional communication and interpersonal skills
At least 2 years of supervisory experience in sales or call center environment preferable
Willingness to work occasionally outside of the normal business hours as required by business needs
Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos. Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.

Nice To Haves

Passion for travel

Responsibilities

Support in development and management of reservations team, including administering production-based bonus program, leading coaching program for reservations agents, and contributing to workstreams
Carry out regular one-to-one with Expedition Specialists, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively
Review reservations for quality assurance and accuracy
Serve as first point of escalation for resolving reservations issues from guests and travel advisors
Assist with recruiting, hiring, and onboarding new hires as well as on-going training
Develop and maintain strong relationships with internal partners to effectively support operational processes
Appropriately prioritize team and individual goals to effectively achieve business objectives
Support in managing department responsibilities such as reservations processes, guest communication, data entry, accounting requests, etc.
When needed, assist on special projects with other members of Reservations team
Manage day-to-day time and attendance for the Expedition Specialist team, including reviewing and approving timecards to ensure accurate, on-time payroll processing
Review and approve time-off requests, balancing individual schedules with team coverage needs during peak call volumes
Model and reinforce strong time management practices across the team, helping Expedition Specialists prioritize effectively across sales, service, and administrative work
Manage daily operations and workforce planning.

Benefits

Travel benefits for employees and their family
Voyage of Discovery trips for employees to travel as guests
Health insurance including Medical, Dental, Vision
401(k) plan with employer match
Long-Term Disability, Life & AD&D Insurance
Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care
Pre-Tax Commuter Benefit
7-8 Paid Holidays
1 Floating Holiday Options
Up to 15 days of vacation (pro-rated per anniversary year)
Parental Leave
Sick/personal days per city & state ordinance
Pet Insurance discount