Vacation Department Manager

The Vacation Department Manager will lead, coach and develop the team of vacation travel consultants and work with the Executive Committee on the strategic direction of the department.  They will also make professional, accurate, cost-effective travel arrangements for all clients using preferred vendors, within company guidelines and standards for excellent customer service.  (See job description for Vacation Travel Advisor)

Department Purpose

We are passionate about customizing and creating unique vacations for our clients. We want to create memories for our clients and be a contributor to improving our clients’ quality of life.   We feel we can be the best in the world at this and also make great money in providing this service.

Primary Accountabilities

• Lead, coach, train, encourage Vacation Advisors
• Lead 10 minute morning huddles and weekly meetings
• Assist in Supplier Management/Selection
• Develop Long term relationships with clients based on a foundation of trust
• Book individualized travel packages to meet each clients  needs with a focus on exceeding expectations
• Operate with a client centric service focus
• Focus on vendors who will best meet the clients needs while maximizing revenues
• Maintain the highest level of quality through attention to detail and following procedures

Duties and Responsibilities

• Lead, coach, train and manage the team of vacation travel consultants
• Attract new vacation clients for yourself and for the team, while maintaining existing clients
• Lead the 10 minute check in meeting at the beginning of every day.
• Be available during part of each day to help Travel Advisors with questions and issues.
• Help to resolve client issues first by coaching the Travel Advisors on what action to take, or if necessary taking responsibility to solve the issue directly with the client/supplier.
• Manage relationships with travel suppliers.
• Evaluating staff on an ongoing basis and for quarterly reviews.
• Interviewing candidates for the Travel Advisor position when needed.
• Monitoring department and agent queues
• Keep your CEO promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
• Other duties as assigned.

Requirements

Essential Skills and Specifications

• Strong attention to detail
• Highly organized
• Be able to effectively communicate in person, via telephone and email
• Excellent Customer Service Skills
• Team building and management

• Reliable attendance is an essential function of this position

Education and Qualifications

• Minimum of 5 years’ recent experience as a vacation travel advisor
• GDS experience minimum of 5 years 
• ClientBase CRM experience minimum 5 years
• Comprehensive knowledge of the travel industry and of vacation travel agency operations
• Thorough knowledge of vacation travel destinations