Job Description

Purpose:

Reporting to the Manager, Group Reservations, the Team Lead, Group Reservations is responsible for maintaining a high standard of service delivery in all aspects of team performance with a focus on achieving key performance indicators and coaching team members to reach their targets, related to customer sales and support. This role partners closely with many internal departments to improve processes, problem solve, and address customer concerns.

The successful candidate is self-directed, adaptable, and relationship focused, with the ability to manage multiple priorities while continually looking for ways to improve how Group Reservations are done.

Key Areas of Accountabilities:

People Leadership & Development:

• Motivates, encourages and supports all Vacation Consultants to promote and sell company products and packages.
• Provides ongoing training and coaching to team members.
• Administers the requirements of individual Performance Improvement Plans as may be required.
• Works alongside the other Team Leads and Managers in driving Sales Centre engagement activities.
• Ensures shift adherence within the Sales Centre team members and assists in performance and attendance management tracking.
• Supports the Sales Centre and related initiatives.
• Provides ongoing feedback and recommendations to the Managers.
• Supports their team towards completing and achieving personal and professional development goals.

Operational & Sales Processes:

• Ensure Vacation Consultants exceed their annual targets.
• Assists in managing sales contests and generally promotes a positive revenue focus in the Sales Centre.
• Liaises with other teams across the organization to ensure that day-to-day processes are optimized to support the sales process.
• Handles escalated calls from guests and travel agents, resolves escalated pre-travel guest issues, and addresses routine accounting issues related to bookings.
• Be “On Call” where needed during the operating season to support after hours irregular and emergency operations.
• Staffing the Group Lead email inbox.
• Process and negotiate price adjustments/accounting related issues, net bookings and cancellation invoices.
• Participation in meetings and ensures that all policies and procedures are fully communicated within the team.
• Lead for various special projects, specifically those related to sales and revenue growth opportunities.

What you bring:

• Ability to build strong, trusting relationships with travel partners, guests and colleagues.
• Strong judgment and accountability, with the ability to manage reservation activities independently.
• Clear and adaptable communication skills across written, verbal, and virtual platforms.
• Strong organizational skills and the ability to prioritize competing deadlines in a fast-paced environment.
• A solution focused mindset with resilience and flexibility when navigating change.
• Curiosity and initiative to identify opportunities to improve processes and customer experience.
• Demonstrated leadership, follow-up and time management skills.
• Demonstrated developed telephone sales and guest service skills.

Qualifications:

Education/Certifications/Knowledge:

• Education and experience in Travel/Tourism industry preferred.
• Knowledge of Sales Centre technologies and willingness to explore new technology opportunities.
• Knowledge of multiple software applications including, but not limited to: Salesforce, Microsoft Office, MS Teams.

Experience:

• Prior experience in Sales Leadership, Sales Coaching and Group Travel an asset.

Skills:

• Demonstrated keyboarding skills.
• Group Sales experience.

Work Environment:

• Eligible to work in Canada.
• Hybrid working arrangements with 3 days of work from the office.

Compensation:

• The base salary offered for this role is $70,000 to $80,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
• Eligible for Armstrong Collective’s discretionary bonus program.

Eligible Benefits:

Armstrong Collective supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:

• Medical, Dental, Vision, Life Insurance.
• Short term disability, long term disability benefits.
• Travel emergency assistance.
• Vacation time and sick time.
• Up to 5% RRSP and/or TSFA match.
• Two complimentary annual train tickets after first year of employment.

Armstrong Collective, Rocky Mountaineer and Canyon Spirit are an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

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