Manager, Travel Operations and Guest Services

Manager, Travel Operations and Guest Services     
Position Summary
Oversees the daily operations of our call center and travel operations, and the employees. Duties include hiring and training Guest Service Associates, establishing goals for call center employees to follow and resolving any customer issues or other call center problems that occur.

Reports to—General Manager
Supervisory Responsibilities—5-6 Guest Services and Travel Ops employees

Essential Functions/Key Responsibilities

  • Train, manage and lead employees
  • Accountable for overall operations for all Go Next Product Lines
  • Build and maintain trip departures in CRM system
  • Inventory review and management
  • Process development and improvement
  • Problem solving between guests and vendors
  • Operational proofing – website, print materials, digital assets
  • Manage operational functions and staff daily including operations and guest services
  • Assist in creating an environment that consistently provides high levels of service to our guests
  • Resolve guest concerns
  • Communicate and enforce policies and procedures

Position Requirements—knowledge, skills and abilities.

  • Technically proficient in using CRM & other platforms
  • High attention to detail and ability to analyze
  • Ability to multi-task, work under pressure and meet deadlines
  • Excellent listening skills
  • Strong verbal & written communication skills
  • Exceptional leadership abilities

Competencies/Qualities Needed

  • Confident, honest, and personable
  • Motivational, dependable, and embrace challenges and conquer them with style
  • Willing to go above and beyond in every aspect of your job
  • Innovative leader with management experience that goes beyond simply meeting customer expectations and maintaining status quo
  • Energy and vision to lead in a collaborative manner and produce high quality results
  • Able to maintain positive work relationships, remain flexible & supportive to achieve common goals
  • Motivate, mentor & inspire to build the best team in the business
  • Able to hold team members accountable and drive them toward excellence
  • Highly organized and accurate with sharp decision-making skills
  • Be adaptable to constantly changing requirements dictated by factors outside of our control
  • Ensure that individual attention is given to each member of the department to establish personal/professional goals and objectives
  • Guide team members to develop critical thinking skills to enable them to make independent customer service-related decisions

Education and Experience—required level and years

  • Bachelor’s degree in business, communications, or related field, or equivalent
  • 3-4 years of management experience
  • 4-6 years in travel or customer service field is idea

Company Standards/Go Next Values—minimum levels required to meet the job requirements. 
Employees need to meet and/or exceed within company core values.

  • Guest First
  • Accountable
  • Continuous Improvement
  • Open an Honest

About Us
Go Next, Inc. has been a leader in the alumni and group travel industry for over 50 years. We offer a variety of career opportunities in a fast paced and collaborative environment. Our employees enjoy a wide range of benefits and are rewarded for hard work and contributions to the team. We value self-expression and love tackling new challenges together. Don’t miss your chance to immerse yourself in the world with a career at one of the leaders in the group travel industry.