Specialist, Destinations
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. The Specialist Destinations is responsible for the logistical and service oversight of all destinations offered by Air Canada Vacations. The key function of this role is to be present at destination during regular and/or irregular operations.
Requirements
- Diploma in Tourism or equivalent industry experience.
- Minimum 2 years’ experience in the travel industry or tour operations.
- Experience in destination operations, service delivery, and supplier management.
- Strong analytical, communication, and problem-solving skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- High level of professionalism, discretion, and attention to detail.
- Proficiency in Microsoft Office and reporting tools.
- Bilingual (French and English)
- Ability to travel internationally on a regular basis.
Nice To Haves
- Spanish is an asset.
Responsibilities
- Develop, train, and coach local ground handling teams to ensure consistent delivery of Air Canada Vacations’ service standards and customer experience objectives.
- Monitor and evaluate service quality across all ACV destinations, identifying opportunities for continuous improvement and operational excellence.
- Collaborate closely with internal departments and local partners to achieve and maintain high levels of customer satisfaction.
- Oversee destination branding initiatives and ensure compliance with corporate brand standards and guidelines.
- Identify and champion marketing, promotional, and branding opportunities in partnership with internal stakeholders to enhance destination visibility and customer engagement.
- Ensure the health, safety, and well-being of customers throughout their travel experience, including resorts, transportation services, and excursion programs.
- Establish, develop, and maintain strong strategic relationships with destination suppliers, partners, and service providers.
- Maintain and update the Destination Services Manual to ensure operational procedures, policies, and best practices remain current and aligned with business requirements.
- Manage the procurement, inventory control, distribution, and logistics of destination operational and marketing supplies.
- Support the Request for Proposal (RFP) process in collaboration with Product and Procurement teams, including supplier evaluations and recommendations.
- Lead destination-level crisis management efforts, providing on-site support and resolution during operational disruptions or emergency situations, which may require travel and extended stays.
- Travel regularly to ACV destinations to conduct operational assessments, supplier reviews, service audits, and stakeholder engagement activities.
- Partner with Product and Compliance teams to conduct hotel inspections and quality assurance reviews during destination visits.
- Analyze customer feedback and survey results, prepare, and collaborate with destination teams to implement service improvement action plans.
- Lead new destination launches by coordinating operational setup, developing destination-specific marketing materials, implementing ACV procedures, training local teams, and establishing reporting processes.
- Monitor and investigate destination-related complaints, incidents, and service concerns, ensuring timely escalation, documentation, reporting, and resolution in accordance with company policies and regulatory requirements.
- Perform additional duties and special projects as assigned in support of organizational and departmental objectives.
Benefits
- Generous employee travel program
- Travel privileges for yourself and other eligible persons after 6 months of service
- Hybrid work model
- Health and dental benefits for you and your family
- Training and development tools
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
