Manager, Groups Operations

Vacances Air Canada Vacations / Air Canada Rouge • Montreal, QC

2d • Hybrid

About The Position

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go. 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. 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.

Requirements

• 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 in English and French
• 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.

Responsibilities

• Plan, organize and manage the Groups department, to optimize sales, enhance service standards and maximize talent retention.
• Establish targets and performance measurements for the Groups team.
• Demonstrate leadership practices that prioritize an approach to customer service excellence.
• Ensure a high level of customer service and professionalism is provided and maintained through telephone and public contacts.
• Attain a minimum of budgeted % of group travel per year vs overall company pax travelled.
• 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.
• Co-ordinate and liaise with various departments in order to ensure that the departments are fully functional and supported;
• Liaise with the Training department to ensure ongoing training of the staff.
• Interpret technical problems, consult, co-ordinate and / or recommend solutions.
• Mediate issues with travel agents and / or passengers.
• 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.
• 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 all-encompassing. May perform other tasks as assigned by immediate superior.

Benefits

• Generous employee travel program
• Travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• Hybrid work model
• Wide variety of benefit plans, including health and dental, for you and your family
• Training and development tools

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree