Job Description

Why Choose Scenic

Scenic is a leader in luxury river cruising and Worldwide 5-star coach touring, with the common objective of exceeding customer expectations. Our reputation is impeccable and for more than 30 years we have been delivering outstanding vacation experiences to travelers who expect the best of everything. Winning the Cruise Critic Award 4 years in a row for Emerald Waterways, our Vancouver based Operations Office proudly delivers coaching tours to our clients across North America.

Job Summary

This role coordinates and supervises day-to-day front office activities and supports services for the North American Operations. You will be responsible to ensure the delivery of excellence in customer service is maintained while maximizing operational effectiveness.

Core responsibilities include but not limited to coordination of office administration and procedures in order to ensure organizational effectiveness, efficiency and safety, complying with SOPs, guest service management, survey business intelligence, scheduling, uniform/inventory management and any other duties as assigned.

A high attention to detail is required at all times, and this position requires an organized person who can work independently as well as part a team. They need to be able to multi task, and follow through with all aspects of the role and have excellent problem solving skills.

Responsibilities and Duties

• Day-To-Day administrative, reception and customer service delivery meeting all company standards of service
• Responsible for managing office services by ensuring office operations and procedures are organized, correspondences are controlled, filing systems are designed, supply requisitions are reviewed, approved and ordered and that clerical functions are properly executed
• Responsible for ensuring office financial objectives are met by preparing annual administration budget for the office, planning the expenditures, analyzing variances and carrying out necessary corrections that may arise
• Train, supervise and assist Customer Service Representative(s) including supervising the accuracy and timely compilation of all materials required for TD Tour Packs | Cruise Packs and where they need to be sent
• Develops office work schedules and emergency phone schedules to meet the expected levels of quality delivery while remaining within administrative personnel budget and provincial labor standards
• Lead in Guests Service troubleshooting situations and the accurate recording of all passenger situations through the internal reservations system
• Survey Management including mapping, proofing, scanning and tracking
• Responsible for uniform ordering and inventory for all staff
• Responsible for the modification of flights for guests
• Lead in managing lost/found/damaged luggage or property ensuring procedures and systems are accurately maintained and updated
• To solve problems occurring on tours when required
• Assist staff with crisis management and response if/when required
• Coordinate office staff activities
• Coverage of emergency phone on rotating basis
• Required to be a part of a 5 day rotating schedule including working weekends

.Qualifications and Skills

Essential

• Supervisory Customer Service background in the hospitality/travel industry
• Operations/logistical experience
• Sound Computer skills in MS Office, including excel
• Ability to undertake multiple tasks
• Developed problem solving skills
• Excellent time management skills
• Team player
• Excellent Communications skills
• Attention to detail
• Self-starter
• Ability to use initiative

Desirable

• Knowledge of SQL based systems
• Knowledge of Galileo flights based system

Visa Requirements: Applicant must hold the proper work authorization to be legally eligible to work in Canada.

Benefits and Perks

With offices located in downtown Vancouver within easy access to transit, we also offer a competitive compensation and benefits program including a health and wellness account, four weeks vacation and earned employee travel days. This is an excellent opportunity to enhance your career in hospitality.

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Scenic Tours Pty Ltd