Reservations Manager - EUROPE


Job Type: Full Time
Position Title: Reservation Manager
Location: Toronto/Vancouver
Reporting to: Senior VP


Here at Goway, we believe that globetrotters from all walks of life deserve unforgettable travel experiences. Our Destination Specialists (Travel Sales Consultants) help us provide expert service to a world yearning for adventure. To support this role we are looking for Reservation Managers to provide leadership and coaching for our Destination Specialists. We are seeking motivated individuals who know how to develop people in a sales-driven environment to join one of Goway?s specialist teams: Africa, Asia, Central & South America and UK & Europe.


The Role:


The Reservations Manager (RM) will use their proven leadership skills to drive their team to success, ensuring that each client receives outstanding levels of service. The role includes three main areas of responsibility:
Leadership & Development:

• Manage, coach and develop your team in conjunction with General Managers to ensure agents achieve their monthly and yearly targets and drive their best performances.
• Teach best practices and support sales staff with reservation questions and client escalations as required.
• Review phone calls, online chat and email correspondence and drive exceptional customer service.
• Create, develop, and foster ?team spirit? and morale. Motivate staff with incentives, celebrate achievements, assist with company socials, and foster a positive company culture.
• Communicate and enforce company policies and procedures.

Sales/Reporting

• 
  Monitor enquiry levels and distribute leads amongst your team.
• Monitor, increase, and report on conversion rates and sales as required.
• Administer performance reviews and monthly evaluations where required.
• Ensure margins are maintained at minimum levels.
• Improve sales procedures and drive systems improvements.

Administration

• 
  Participate in hiring interviews and set a coaching and support structure for new team members.
• Manage scheduling, time, and attendance for your team.
• Attend and contribute to manager and team sales meetings.
• Attend trade shows/events when required.
• Build client profiles in CRM and troubleshoot related issues.
• Escalate and resolve issues related to confirmations, product discrepancies and customer service.
• Ensure your team partakes in all relevant training sessions and quizzes.

What We Are Looking For

• 
  Leaders. You have worked in a leadership role in a sales environment and have successfully motivated, coached and supervised employees. You have a desire to see your team succeed.
• Communication. You communicate your ideas clearly and effectively whether it?s to collaborate or resolve a conflict.
• Approachable. You are personable and available to help your team realise the full potential of their success.
• Sales Experience. You know what it?s like to work in a fast-paced sales environment, are proficient with sales reports, targets, conversion rates and other sales metrics.
• A Drive for Success. You have a positive attitude and the tools necessary to accomplish tasks proactively and are motivated by goals and targets.
• Customer Service. You know the importance of exceeding customer expectations and drive customer service internally and externally.
• You are organized. You have excellent time management skills, and are able to multi-task ? whether you?re helping to coach a team member, review monthly sales results, contribute to a team meeting, or resolve a customer service issue.
• Reservations Systems. You have GDS/Airline knowledge (preferable Amadeus) as well as an understanding of reservations systems.
• Team Focused. You foster team values, celebrate achievements, and promote team spirit.
• A Passion for Travel. You love to travel and have travelled internationally beyond North America and the Caribbean.

The Goway Advantage


Goway Travel is a family company and we encourage inclusiveness, discovery, and innovation. We want to offer you the chance to sell exciting products. You won?t be peddling boring mainstream packages. Instead, you?ll be connecting globetrotters to the most exciting destinations on the planet. As well, we?ll send you on familiarization trips to make sure you are expertly acquainted with the destinations you are selling.
We offer a competitive salary, paid personal days and Birthday off, RRSP employer matching, and ongoing training to ensure you stay up-to-date in the industry. You will also be supplied with a comprehensive health benefits package, opportunities for discounted worldwide travel, and the chance to move up with the company and work with teams in different locations.


How to Join the Team:


If you want to create amazing trips for dedicated customers and work alongside knowledgeable staff, we encourage you to apply to Goway today. All candidates will be afforded equal opportunity through the recruiting process. Please be advised that only those candidates selected for interviews will be contacted.
Goway provides a full training program for new hires throughout the year in our training classes.


Please note you must be TICO certified for this role. We will require you to show proof of certification or to obtain certification within two months of hire.


Let?s grow together. Apply to Goway today.