Sales and Reservations Manager

Department: Groups Only
Reports To: Vice President
Work Type: Remote/Hybrid
Hybrid: Toronto, Vancouver - for those at travelling distance to office
Remote: Other provinces in Canada who cannot travel to office

Job purpose:

Groups Only, specializing in curating unique, innovative, and interactive group itineraries for the North American Trade and direct Affinity Group markets, is seeking a dynamic Reservation Manager. Collaborating closely with the Senior Reservations Manager, VP of Groups, and Group Specialists, the Reservation Manager plays a pivotal role in driving sales, mentoring team members, implementing and monitoring departmental policies and procedures, and managing product and supplier relations across specific destinations. This role is instrumental in maximizing efficiencies and overall profitability, contributing to the department's continued success and commitment to delivering unparalleled experiences.

What will be your key responsibilities?

The Sales and Reservations Manager will expand the expertise of our Group Specialists, ensure consistent resources and product offerings for our customers, and drive the growth of both our destinations and team members.

Training

• Continued expansion of the Groups Only training program for your destinations
• Update and create additional LMS modules as needed
• Conduct workshops as needed for your team or the entire team
• Mentor new staff tracking their training progress and training needs regarding product and product knowledge and Sales Force
• Assist with the growth plan of Group Specialist team members to ensure a satisfied and rewarding work/life balance within the team

Coaching/Staffing

• Assist in recruiting/hiring process
• Staff scheduling
• Conduct training sessions in conjunction with the Training division
• Manage, coach and develop Group Specialists on your team in conjunction with VP to ensure sellers achieve their yearly targets and drive best performance.
• Support all sellers on your team on a daily basis to convert inquiries into deposits, solve problems, assist in file management and backup support when staff out of office
• Manage KPI's with each team member to ensure compliance, accuracy and conversion.
• Create, develop and foster ‘team spirit' and morale. Motivate staff with positivity and encouragement and instill a ‘sell company culture'
• Monitor enquiry levels, workloads and distribute leads accordingly to your team
• Create a win/win environment while supporting company requirements and procedures

Product/Sales

• Attend Goway and one-off group consumer presentations as required.
• Be willing and available to travel to trade events, if necessary
• Foster relationships with preferred suppliers and manage SLAs along with production to ensure win-win for all
• Conduct webinars, build PowerPoint presentations etc. as required
• Liaise with TL's on weekly basis re supplier issues, updates, SLAs & ensuring the supplier contact sheet is updated
• Create and maintain Resource hub for your destinations
• Create and maintain Top destination itineraries on Groupsonly.com and Goway.com for all destinations
• Grow sales for above regions ensuring department conversion levels are maintained regarding leads, quotes and bookings. Identifying supplier and destination issues
• Monthly report to VP of Groups Only outlining staff issues, product issues and MTD and YTD results for destination and staff

Key Peformance Indicators:

Booking Conversion Rate (your team & destinations) Goal: > 20%
Number & percentage of sales staff on target Goal: > 75%
Staff Turnover Rate Goal: < 10%
KPIs completed monthly, incl. year end & Quarterly Goal: 100%
System policies & procedures are followed Goal: 100%
Sales results for your destination, Gross and Trl Margin Goal: 100%

What are we looking for?

• Proven experience in motivating, coaching and supervising employees
• Excellent customer service skills and attitude
• Conflict resolution and leadership skills
• Strong comprehension of sales targets & reports
• Knowledge of Goway systems and processes
• Destination knowledge with over 5 years of experience selling long haul groups or FIT
• Ability to multitask under conflicting deadlines.
• Strong interpersonal, communication, and time management skills.
• Strong knowledge of Microsoft Office, Amadeus and Sales Force

• High attention to detail

• Ability to work both independently and as part of a team

• Flexibility to work outside regular business hours depending on business needs

• Strong teamwork and collaboration with the GroupsOnly management team

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• You'll enjoy generous paid time off, including three weeks of vacation, six personal days, and a dedicated day off to celebrate your birthday.
• Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.
  

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.