Job Description

Who We Are

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Location: Thorold, ON

Status: Full-Time Permanent, On-Site (with ad-hoc flexibility)

This posting is to fill an existing vacancy.

About the Role

The Group Tours Planner is responsible for designing, organizing, and managing both single-day and multi-day group tours for CAA Niagara members. This role researches destinations, develops itineraries, coordinates logistics, and oversees tours to ensure an exceptional travel experience for members.

In addition to tour planning, the Group Tours Planner promotes and sells tours, builds strong relationships with travelers, and supports the successful execution of tour departures. The role also includes hosting and directing tours throughout the year, ensuring members have a seamless and rewarding experience from planning through travel.

The expected hourly or salary range for this role is $40,000.00–$55,000.00. Placement within this range will be determined based on the successful candidate’s qualifications, skills, and experience.

Key Responsibilities

• Research destinations for single-day, multi-day, local, overnight, and special interest group tours, including transportation, accommodations, activities, and restaurants
• Design and develop detailed itineraries for tours, including pricing and promotional information
• Coordinate all tour logistics including reservations, supplier payments, and ticket assignments
• Prepare, coordinate, and close tour departures
• Prepare correspondence for customers included in the bi-monthly mailing, including compiling mailing lists, labels, and envelopes
• Update monthly Day Tour flyers, including printing and distributing to branch offices and the marketing department
• Conduct training sessions on tours for internal departments as required
• Direct and host group tours (single-day and overnight) throughout the year
• Provide exceptional customer service while hosting tours and supporting group travel experiences
• Build and maintain strong relationships with travelers and members
• Promote and sell tours through presentations and various outreach opportunities, in collaboration with the Group Tours Manager

Qualifications & Skills

• Demonstrated commitment to delivering outstanding customer service
• Strong attention to detail
• Comprehensive familiarity with travel destinations
• Understanding of pricing strategies and tour costing
• Excellent organizational and planning skills
• Strong communication and presentation abilities
• Proficiency in Microsoft Office and online booking systems
• Ability to manage administrative responsibilities efficiently
• Technologically savvy with the ability to quickly learn new systems
• Strong interpersonal skills with the ability to build rapport with members and travelers

Education & Experience

• Minimum 2+ years of customer service experience
• 3 - 4 years of experience in the travel and tourism industry
• Post-secondary education in Travel & Tourism considered an asset
• Administrative experience preferred
• Prior experience in group tour planning considered an asset
• Experience with Sabre is considered an asset
• First Aid and CPR certification is considered an asset
• TICO certification (completed or working towards)

Must-Haves (BFOR)

• Valid passport

Working Conditions

• Primarily on-site at our Thorold, ON office, with regular collaboration across teams.
• Standard office environment with frequent computer use and digital systems.
• Working in an office environment with frequent interruptions.
• This position involves substantial time spent standing, frequent walking, and being on your feet while hosting tours.
• Occasional work outside regular business hours may be required to meet operational or business needs.

What’s In It For You

• 100% employer-paid premiums for health, dental, vision, life, and travel insurance
• Virtual healthcare and nurse navigation support
• Defined Contribution Registered Pension Plan
• Growth, training, and development opportunities
• Give Where You Live program (community volunteer program)
• Green and Wellness Reimbursement Program
• Paid personal and vacation hours

Interview Process

Our process is designed to provide a full picture of how you would contribute to our team:

1. Pre-screening call
2. In-person interview
3. Background and references
4. Offer

CAA Niagara does not currently use artificial intelligence in screening or selection of applicants.

CAA Niagara is an equal opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.