Tour Office and Reservations Manager

Denali Park Adventures; Alaska; On-site; USD 22,730 - 32,373; Full time

Job summary

Denali Park Adventures is seeking a Tour Office and Reservations Manager to oversee the team and ensure high-quality customer service. This role involves training staff, managing tour schedules, and maintaining communication with guests and travel partners.

Applicants should have a background in hospitality or tourism, with strong leadership and communication skills. Pay starts at $22 per hour, depending on experience, including a seasonal bonus.

Qualifications

• 1 year of relevant hospitality/tourism experience.
• Demonstrated leadership and management skills.
• Strong oral and written communication abilities.

Responsibilities

• Train and manage Adventure Experts.
• Maintain positive communication with guests and partners.
• Organize and oversee tour scheduling.

Skills

Leadership

Customer service skills

Communication skills

Team management

Problem-solving skills

Education

High School/GED or College degree in Business/Hospitality/Tourism

Tools

POS systems

Job description

At Denali Park Adventures, great teams start with great leadership. The Tour Office and Reservations Manager, also known as the Headquarters Manager on Duty (HQ MOD) is responsible for encouraging and supporting the Adventure Experts towards creating a focused, friendly, task-oriented, customer service driven team. Major components of the Tour Office and Reservations Manager position include direct correspondence with Travel Agents and Cruise Lines to arrange the sale and scheduling of tours, oversight of payment, understanding and organization of company logistics, and involvement in management meetings. The Tour Office and Reservations Manager is able to be a respectful and supportive leader, delegate tasks, structure the tour schedule with respect to the whole company needs, remain calm and resolute during crisis, and be responsible for the direction and team efforts of the Adventure Experts. Tour Office and Reservations Managers will work as a team to foster smooth operations at the Tour Headquarters and Offices throughout the Denali Park Adventures summer season. Tour Office and Reservations Managers report to the Denali Administrative Manager.

Key Responsibilities and Accountabilities

• Staff Training
  • Participate in pre-season Management Orientation and Training.
  • Participate in and oversee Adventure Expert training.
  • Participate in housing operations set up in the pre-season.
• Staff Management
  • Create a friendly, welcoming, customer-service driven environment
  • Ensure that Adventure Experts are working efficiently and effectively through daily follow-up and interactions
  • Be available for Adventure Experts, offering support, encouragement, and constructive critique
  • Administer job performance evaluations of Adventure Experts and communicate to Denali Administrative Manager
  • Uphold company policy in the absence of the Denali Administrative Manager
• Office Administration
  • Oversee orchestration of tour scheduling by carefully managing tour sizes. Daily and weekly review of schedules is required.
  • Ensure that communication with guests, partners, and booking companies is positive and effective
  • Verify accuracy of transactions and collection of all partner vouchers through careful auditing practices
  • Understand company logistics to effectively communicate with Shuttle Drivers and Tour Managers
  • Manage group and event reservations
  • Manage emails from guests, travel agents and booking companies
  • Keep office materials and supplies up to date and stocked. And the office environment clean and tidy
  • Keep merchandise stocked and work with square system to update stock
  • Communicate with Adventure Experts regarding open bookings and ensure timely follow-up on emails or reservations that may require refunds.
• Undertakes all tasks of the Adventure Expert position
• Communication
  • Participate in weekly meetings with the Denali Administrative Manager (and General managers if needed).
  • Maintain daily communication with tour operations to provide support and assist with reservations.

Requirements

• High School/GED with 1 year of relevant hospitality/tourism experience or College degree (Business/Hospitality/Tourism preferred).
• Demonstrated leadership and prior management experience
• Ability to create and maintain a positive, productive team environment.
• Ability to think quickly and creatively to minimize guest or team issues and obstacles
• Strong oral and written communication skills
• Proficient computer skills and previous cash register/POS experience
• Maintain professional appearance at all times and represent the company in a positive way
• The ability to work well under stress and pressure and remain calm when conflict arises.
• Position uses company vehicles, so a clean driving record is needed.
• Applicants with previous experience in customer service, sales, and/or reservations especially in the seasonal tourism field will be given priority.
• Collaborate effectively with other managers to ensure smooth day-to-day operations.

Pay

Pay is Depending on Experience: Starting at $22 ($20 hourly base wage + $2 per hour end of season bonus)