SENIOR RESERVATIONS MANAGER

Job Type: Full Time
Location: Toronto/Vancouver – Hybrid/Work From Home
Reporting to: Senior VP

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder's incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.If you're passionate about travel and innovation, we invite you to be a part of our exciting journey!

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. This role includes providing leadership and coaching for our Destination Specialists. We are seeking motivated individuals who excel at developing talent in a sales-driven environment and are eager to lead one of Goway's specialist teams—Africa, Asia, Central & South America, or the UK & Europe.

Key Responsibilities:

1. 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.
   • Lead by example for the other Reservations Managers on how to coach, train, and enable desired results
   • In collaboration with the Sales Support Manager, train and guide the Sales Support team to better efficiencies and increased performance
   • Assist the other Reservations Managers with difficult queries, tasks, and challenges within their teams
   • Prepared to assume responsibilities in the event of the director's unavailability
     
2. 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.
   • Create and maintain reports within the Reservations and Sales Support team to use collaboratively
   • Take a lead role in the communication between Reservations and Sales Support
   • Expand and review the attendance roster for sales staff
   • Create best practices, procedures, and guidelines to continuously improve workflow 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.
   • Conduct interviews for new hires for the role of Destination Specialists
     
3. Conduct interviews for new hires for the Sales Support Coordinator team
   • Create and review the insurance profiles for the sales staff
   • Look after the administration and organization of our sales tools and web-based portals

Required Skills and Qualifications:

• Leadership. 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.
• Approachability. 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, and are proficient with sales reports, targets, conversion rates, and other sales metrics.
• 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 driving customer service internally and externally.
• Organizational Skills. You have excellent time management skills, and can multi-task – whether you're helping to coach a team member, reviewing monthly sales results, contributing to a team meeting, or resolving a customer service issue.
• Reservations Systems. You have GDS/Airline knowledge (preferably 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: We're more than just a company—we're a close-knit family that values inclusivity, diversity, and innovation. Here, we don't just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world. We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide RRSP employer matching and ongoing training to help you stay ahead in the industry. Our comprehensive health benefits package ensures you're well-supported, and we offer opportunities for discounted worldwide travel. You'll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.

How to Apply:
If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let's grow together. Click Apply Now today!

*All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.

Please note: Goway Travel will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Goway.