Operations Manager

Responsible for managing, maintaining and communicating all day-to-day operating needs for a collection of Tauck Journeys to Product Managers (PM), Tauck Directors (TD), suppliers, Reservations and guests. Ensures timely, accurate and effective delivery of all appropriate information and supplies that support the sale of products and services to the field. Develops, prepares and communicates all necessary information and supplies needed by the Tauck Directors for the successful delivery of high quality tours. Builds and maintains effective supplier relationships and arrange/lead pre-con meetings and training trips for tour start up and new tours. Supports any and all global response management needs in region. 

KEY RESPONSIBILITIES:

• Manage and maintain the day-to-day operating needs of the tour experience including but not limited to, execution of all operational elements of the Open for Sale process to sell the product (Athena, Day-by-Day, “Need to Know”, ePDocs, Transfers);entering prices (including pre/post and join/leave), building and maintaining cabin inventory. Review cross departmental ePDocs info and test outsourced system for successful content transmission
• Create all tour director documents and collaterals. Arrange and facilitate season start-up and season-end teleconferences. Communicate operational changes throughout the season and resolve day to day operational issues with TDs/suppliers
• Maintain effective systems for tour operations that include: create inventory, manage added dates, update hotel and supplier screens, update costs post contracting, maintain exception screens, cross sell screens and final pricing sheets
• Support the delivery of appropriate information to internal constituents to support post operations activities including financial adjustments (join/leave, operating changes, etc.)
• Ensure accurate/timely supplier communications including manifests, reconfirmation, sales updates and status updates
• Meets or exceeds customer satisfaction goals. Support PM’s in responding timely to customer letters/feedback.
• Review, revise, and edit brochure copy for tour products, in accordance with required publication/distribution deadlines
• Follow up on supplier contracts, system updates, distribution and supplier fulfillment for all assigned products/regions including, but not limited to, initial requests and any subsequent changes
• Support Product Team/Yield in procurement or release of inventory in regards to operational deviations/global response management
• Support GR in the administration of post tour communications including resolution and response of Tauck Director and supplier comments, guest comment cards, letters and telephone calls as directed.
• Support global response needs in region which may fall outside of normal working hours.
• Partake in weekend duty management rotation (up to 2 times per year) and necessary follow-up for global response managementissues
• Fulfill additional internal employee reservations and department administrative needs as required.
• Arrange and lead pre-con meetings and training trips.
• Execute brand or region specific requirements as needed
   

SKILLS & QUALIFICATIONS:

• Bachelors Degree in a business discipline preferred.
• 1-3 years of proven operations experience preferred and/or 2-4 years of related applicable experience.
• Ability to be flexible and work through multiple tasks concurrently, quickly and accurately
• Ability to develop partnerships with multiple departments
• Must possess outstanding interpersonal skills to manage communications with Tour Directors, suppliers and partners across varying topics and levels of sensitivity.
• Excellent time management skills and proven ability to meet deadlines
• Ability to work in a fast paced environment
• Detail oriented and strong organizational, analytical and problem solving skills.
• Ability to adapt to new situations and maintain a positive attitude
• Proven technical/computer systems aptitude
• Proficient in Excel, Microsoft, PowerPoint
• Ability to work independently and as a member of a team
• Excellent oral and written communications skills to communicate