Manager, Groups Operations

JOB TITLE: Manager, Groups Operations

POSITION STATUS: Permanent Full-time

DEPARTMENT: Call Centre

LOCATION: Montreal, Quebec

WHO WE ARE

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs.

We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

This position will entail mentoring and coaching team members, as well as increase the quality of customer service and implement best practices across all levels. Direct, coordinate and execute all as relates to Group Travel. Execute on strategy, improve performance KPI’s across all levels, while procuring and retaining talent and adequate resources.

WHAT YOU'LL BE DOING

• Plan, organize and manage the Groups department, to optimize sales, enhance service standards and maximize talent retention.
• Establish targets and performance measurements for the Groups team.
• Demonstrate leadership practices that prioritize an approach to customer service excellence.
• Ensure a high level of customer service and professionalism is provided and maintained through telephone and public contacts.
• Attain a minimum of budgeted % of group travel per year vs overall company pax travelled.
• Increase training and skill set of all team members.
• Implement controls and best Practices based on industry standards.
• Maintain, and review budgets, and day to day expenses.
• Co-ordinate and liaise with various departments in order to ensure that the departments are fully functional and supported;
• Liaise with the Training department to ensure ongoing training of the staff.
• Interpret technical problems, consult, co-ordinate and / or recommend solutions.
• Mediate issues with travel agents and / or passengers.
• Produce reports to manage team performance, track KPI’s and flag any market trends.
• Responsible for maintaining contact with preferred customers to ensure continued satisfaction and increase sale opportunities.
• Negotiate solutions about issues and problem files.
• Liaise with Destination Services ensuring group offering and handling is up to par with competition.
• Collaborate with the sales and commercial teams to develop a variety of marketing and outreach strategies to generate and nurture new accounts.
• The above responsibilities are not intended to be all-encompassing. May perform other tasks as assigned by immediate superior.

WHAT YOU BRING TO THE TEAM

• University or College diploma in Tourism or personnel management.
• Minimum of 5 years of experience in the tourism industry.
• Minimum 5 years’ experience working for any combination or all of Group’s operations, Sales and/or MICE organizations.
• Fluently bilingual in English and French
• Strong team player.
• Excellent interpersonal skills.
• Ability to resolve problems quickly in a complex environment.
• Ability to work in a fast paced, demanding environment and handle multiple projects effectively.
• Customer Centric
• Excellent communication and organizational skills.
• Demonstrates excellent judgment, initiative, and flexibility.
• Ability to work under pressure, assess priorities and cope with strict deadlines.
• Solid understanding of Air Canada Vacations processes and procedures
• Good knowledge of Word, Excel, Power Point.

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• Hybrid work model
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.