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I. PURPOSE
To facilitate the promotion, sales and bookings of Landsea Tours products and services.
II. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Accurately records guest reservations for all Landsea Tours
Maintains comprehensive telephone coverage and provides personable customer service
Responds to enquiries for tour information via phone, fax or email
Fulfills and coordinates last minute requests and reservations
Communicates and works with Team Leader on a daily basis
Reviews, addresses or distributes all emails in the general email address
Keeps knowledge current regarding tour details, schedules, pick up times and hotel locations
Actively contributes as a member of the Landsea team
Works with other employees and management to prevent and solve problems as they arise
Follows through on customer inquiries, requests and complaints to the satisfaction of the customer
Escalates customer service issues to management when required
Establishes rapport with hotel concierge, front desk, tour companies, etc.
Adapts personal behaviour to respond appropriately during peak periods
Demonstrates awareness of personal impact on others and works to capitalize on personal strengths and compensate for weaknesses and limitations
Pleasant phone manner
III. OTHER DUTIES AND RESPONSIBILITIES
Miscellaneous projects geared towards customer service, guest satisfaction
Various administrative duties
IV. THE PEOPLE AND INTERACTIONS
Reports to the Accounting Manager
Key internal interactions include tour guides, team leaders
V. POSITION SPECIFICATIONS
i) Education and Experience
High School Diploma
2 years experience working in a sales/customer service environment
ii) Skills and Skill Levels
Superior customer service skills
In-depth Vancouver, Victoria and Whistler knowledge
Excellent interpersonal, communication and active listening skills
Excellent verbal and written communication skills
Base understanding of the destination travel/tourism industry
Organized and detail oriented with thorough follow-up skills
MS Office skills: Word, Excel, Access and Data bases
Proficiency with MS Windows applications and email
Team oriented
We thank all candidates in advance, but only those selected for an interview will be contacted. No phone calls please.
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tours@vancouvertours.com
