Full-time
Jan 28, 2022
You are the first point of contact for potential guests reaching out to us to inquire about booking an adventure Your approach must be timely, instructive, friendly and professional, as you will play an integral role in informing their first impressions of the company. Throughout various means of communication, your role will be to guide each guest through their pre-and-post purchase experience.
It is important that you understand the company offerings prior to a guest reaching out to us, in such a way that you are able to manage their expectations and help them choose the best product based on their desires and needs. Your performance will be measured based on your ability to leverage personal stories and experiences, along with product knowledge, to convert potential guests into life-long customers. We take pride in the level of service that we have been able to uphold over the last 30 years and it is important to us that you share this value.
Primary Responsibilities:
* Maintaining up-to-date knowledge on all Prince of Whales, SeaVancouver, and North Island Kayak offerings
* Maintaining proficiency and attention-to-detail with our digital reservation software (Zaui)
* Ensuring the booking process is simple, smooth and efficient whether on the phone, online or in-person.
* Ensuring that guests are fully-informed and expectations are well-managed and exceeded. All communications regarding important tour information, including but not limited to health and mobility restrictions, cancellation policies, check-in times and check-in locations are correct and informative.
Secondary Responsibilities:
* Responding to customer reviews online
* Maintaining up-to-date knowledge of recent sightings and marine wildlife seasonality
* Producing reports for the Reservations Supervisor and other management
* Booking travel trade bookings, OTAs, packages, gift certificates, etc.
Desired Skills and Personal Attributes:
* Demonstrates the desire to succeed as part of a team
* Demonstrates superb attention-to-detail, a commitment to quality, and effective time-management
* Demonstrates a fundamental understanding of the tourism industry through education and/or experience
* Possesses excellent interpersonal skills, both written and verbal, with fluency in English
* Passionate about marine wildlife, environment, education, and conservation
* Proficiency in standard digital systems (Gsuite, Excel, Word, Photo files, phone system, etc)
* Flexible and available to work when required including days, evenings, weekends and holidays
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