Operations Manager
The Travel Corporation

Job Info

---

About Us

At Destination America, our mission is to consistently deliver exceptional guided vacation experiences throughout North, Central and South America. Our guests are at the heart of everything we do, and we are passionate about our responsibility to ensure that they realize their vacation dreams. As industry leaders we aspire to be the frontrunners in what we do and where we go.

As a part The Travel Corporation (TTC) family of brands, we work with some of the world's most respected travel companies like Trafalgar, CostSaver, Insight Vacations, Luxury Gold Vacations and Contiki.

Position Summary

• The DA Operations Manager (OM) is the subject matter expert for all service delivery related aspects of his/her assigned scheduled series programs as far as correct execution, branding and continuous improvement of the trips are concerned. He/she is the recognized, informed and credible source of information for questions from selling regions or brands (within TTC), internal customers (within DA), external customers (outside TTC), guests or other potential sources.
• Duties and Responsibilities
• The OM proactively manages all pre-departure preparations for the assigned trips. This includes but is not limited to, detailed trip hand-offs with the Product team (seasonal hub meetings), generating new or updating the existing detailed trip itineraries (technicals), and operational setup and maintenance of the trip components.
• The OM continuously monitors the performance of the ongoing trips, components and partners, takes corrective action where appropriate and provides necessary internal updates throughout the season. She/he will prepare periodic updates on improvement opportunities for the assigned programs for structured meetings (in season and post season, i.e. first departure meetings, mid-season trip reviews, end of season reviews and hub meetings).
• The OM works to develop and maintain positive relationships with product partners, including hotels, coach companies, restaurants and attractions, TTC and DA peers, and third-party operator contacts.
• The OM will assist TTC and third-party customers with operational needs or requested services for guests on trips. This can range from group transfer requests, to facilitating contact with guests on trips, noting arriving or departing instructions, lost or stolen items and other related services TTC or third-party customers may need arranged on behalf of their guests.
• The OM manages Special Needs requests, including but not be limited to, meal requests and preferences, requests for specific guest needs, mobility issues (scooters, wheelchairs etc.), health issues (CAP machines, insulin requests, etc.), with strong focus on ADA compliance and other medical conditions that may arise.
• The OM will proactively prepare for and monitor VIP travel, key business partners and employees of TTC and third-party customers on trips; as well as execute special gift or travel requests sent by TTC or third-party customers to ensure service excellence for the customer or guest.
• The OM firmly understands brand and client expectations and service details for each series and departure. Each year, he/she conducts educational briefings and de-briefings for all TDs prior to and immediately after their first in-season (initial) trip, per specific itinerary. These briefings clearly capture and reinforce the current standards specific to TTC brands or third-party operators as well as highlight DA's general expectations for the execution of trips.
• For the subsequent in-season departures on same (subsequently repeating) itineraries, the OM conducts a pre-trip briefing and post-trip debriefing with the TDs to ensure that communicated standards are upheld and departure details and itinerary correctly understood and operated. The OM provides continuous feedback and intelligence to the Field Team throughout the season with respect to TD performance metrics and potential training needs.
• The OM coordinates and arranges the relocation of TDs for scheduled trip series which includes tasks such as confirming transportation details and hotels. He/she assists with other administrative components such as, but not limited to, TD advances, TD finance workbooks, TD expected hours worked templates, guest/customer pre-trip emails and welcome letters, rooming lists and bookings.
• OMs form an integral part of the on-call rotation and must be available for after-hours and weekend call duties, either on a company issued cell phone or a personal phone with a company stipend. The on-call rotation schedule is determined and communicated by the department manager. As part of the on-call rotation each OM will resolve guest or customer issues following established procedures or elevate emergencies as necessary.
• While self-sufficient for the assigned trips, OMs will work as team players and complete additional duties and responsibilities as required and assigned. This includes but is not limited to work performed for the seasonal setup of departmental infrastructure (Dropbox, Salesforce, TOPS, TD website, brand deliverables, VOX, guest gifts etc.) and the participation in the yearly Travel Director meeting. To further improve their knowledge and drive continuous development, the OM may also be tasked with participating in an ongoing trip and creating reports and recommendations thereafter.
• Other duties as required and assigned.

Qualifications

• 2 years of travel related experience operating inbound groups or reservations experience preferred.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) required. Internet proficiency required. Knowledge of or the ability to learn in-house operating systems required.
• Excellent written and verbal communication skills required; ability to build and maintain good working relationships with stakeholders at all levels inside and outside the organization required.
• Vision correctable to 20/20 with reasonable accommodation required. Ability to look at a computer monitor for long periods of time with reasonable accommodation required.
• Able to lift 20 lbs with reasonable accommodations preferred. Able to sit for long periods of time and use a computer mouse and keyboard for long periods of time with reasonable accommodation required.
• Ability to partake in the on-call rotation schedule required. Ability and desire to travel required. Ability to manage multiple tasks, balance competing priorities, meet deadlines, work under-pressure and have a sense of urgency required. Strong attention to detail and a high degree of organization required. Ability to work in a team environment and work well independently required. Ability to relate well to a wide variety of personalities required. Ability to be proactive in problem solving required. Reliability and dependability required.

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.

The Travel Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes

This job has expired.