REQUIREMENTS

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• Post-Secondary degree/diploma in related field or equivalent relevant experience.
• Travel Agency Certification from a recognized institution is preferred.
• TICO certified; CTC/CTM (Required to pass TICO Supervisor/Manager Exam) required.
• Three (3) years of management experience, preferably in an IATA approved Travel Agency.

Sales and Customer Service:

• Strong sales and negotiation abilities, with a track record of achieving and exceeding sales targets.
• Excellent interpersonal and communication skills, with the ability to interact effectively with customers, team members, and stakeholders.
• A passion for travel and the ability to share that enthusiasm with customers and team members.

Operational Excellence:

• Proficient in managing daily operations, payroll, scheduling, and customer relations, ensuring a complete and high-quality service for all travel-related needs
• Exceptional leadership abilities, with experience in team management, training, and performance evaluation, fostering a culture of excellence and continuous improvement.
• Strong financial management skills, including budgeting and expense monitoring, with the ability to identify opportunities for cost optimization and revenue growth.

Technology:

• Proficient in using travel software for efficient travel bookings and itinerary management, including Global Distribution Systems (GDS) such as Amadeus, Sabre, Travelport Plus, and Apollo.
• Proficient in Medallia, a customer feedback management software, to gather and analyze customer insights, enhancing service quality.
• Familiarity with CRM (Customer Relationship Management) software for managing customer interactions and sales data.

Adaptability:

• Ability to travel and work outside of regular business hours as required.

Leadership and Team Management:

• Lead and inspire a team of Travel Consultants, North American Travel Consultants, and Member Service Consultants, providing guidance, training, and support to foster a culture of excellence and continuous improvement.
• Conduct regular performance evaluations and create individual development plans for team members to enhance their skills and capabilities.
• Ensure effective communication within the team and across departments, fostering a collaborative and positive working environment.
• Handle staffing matters, including recruitment, scheduling, and resolving personnel issues in coordination with Human Resources.

TICO and IATA Compliance:

• Ensure that the Travel Store operates in full compliance with the regulations set forth by the Travel Industry Council of Ontario (TICO) and the International Air Transport Association (IATA).
• Stay informed about updates to TICO and IATA regulations and ensure that the team is knowledgeable about and adheres to all requirements.
• Oversee the handling of customer complaints, refunds, and other issues related to TICO and IATA compliance.

Financial Management:

• Prepare and manage payroll, time, and personnel records for the Human Resources Department.
• Oversee cash handling, security, and financial transactions within the Travel Store.
• Monitor budget and expenses, identifying opportunities for cost optimization and revenue growth.
• Implement change management and new systems/procedures as assigned by management.

Operational Excellence:

• Ensure complete service is provided to Club members and clients, personally and through staff, for all travel-related needs, such as Triptik order fulfillment, Travel Agency bookings for airlines, tours, cruises, hotels, cars, travel insurance, International Driving Permits, Passport photos, Auto Travel Routings, sales of new memberships, attraction tickets, boutique items, etc.
• Administer Travelport and Axis automation systems, ensuring smooth operations and accurate bookings.
• Maintain a controlled stock of materials used by the Travel Store.