Hiring: Guest Support and Office Administrator

Summary

This position is the ideal choice for someone who loves BC coast nature, is organized and a good communicator, who likes getting the details right and helping people at the same time. If you like being part of a small, high-performing team, you relish a job in tourism with several different facets, and you value a triple bottom line (environmental, social, financial), this may be for you.

Statement of Values

At Maple Leaf Adventures, we believe that people protect what they love. We are an eco-expedition cruise company that works with others to develop a strong, conservation-based travel industry on our coast. We’re committed to fostering a deep understanding of our home, its ecology and its people, one guest at a time, through creating exceptional experiences.

To measure our progress, the company uses a “quadruple bottom line” approach, maximizing a balance of financial, social, environmental and “fun” goals.

Duties and Responsibilities

Overall responsibilities will include:

  • This job has a mix of independent work as part of a team and some collaborative work with team members.
  • Your role is to facilitate the successful booking, information collection, and arrival of our guests for their trips.
  • In support, you will administer data and checklists, communicate with guests, and set up organizational systems.

Duties will include:

  • Answering inquiries and guest questions and taking bookings for our expeditions.
  • Coordinating and booking some flights, hotels and related items as part of special offers.
  • Supporting guests en route to trips if they have delays or issues.
  • Creating or producing materials that help guests prepare for their trips, and also template communications documents for the sales team.
  • Checking and following up on guests’ completion of pre-trip forms, and providing formatted information to the ships.
  • Keeping office supplies organized and a general sense of order in the office space.
  • Assisting with some bookkeeping data entry.
  • Keeping well-organized tracking sheets and reports on status.
  • Providing suggestions for improvements to materials and systems.
  • Shared reception (there are few walk-in visitors).
  • Coverage of phone and email on Saturdays and Sundays, either as work from home those days, or in the headquarters office (work week is Saturday through Wednesday).

Reporting

This position reports to: Marketing and Sales Manager

This position produces outcomes used by: Guests, crew on ships, team members, manager, financial administrator

Qualifications and skills expected

Staff are expected to retain up-to-date skills in the tools required to perform their roles, including software, applicable regulatory systems, company procedures, and, where applicable, certifications.

Qualifications required:

  • Approximately 2 years professional working experience, with a combination of time on office work and interaction with the public.
  • Intermediate ability with Microsoft Excel, Word, or similar.
  • College certificate or university degree or equivalent experience in critical thinking.
  • First-hand knowledge of the BC coast geography; travel experience on the coast outside of Victoria and Vancouver an asset.
  • Understanding of green business values, and demonstrated use of green values in your own life.

Additional qualifications that are an asset:

  • 2+ years of tourism industry experience.
  • Bookkeeping experience.
  • Experience using databases for work.
  • Understanding of natural systems and wildlife of the BC or southeast Alaska coast.

Skills required:

  • Excellent organizational skills.
  • Love of high precision and accuracy.
  • Warm, patient interpersonal skills.
  • Good writing skills.
  • Ability to learn and understand software tools.
  • Good analytical skill.
  • Ability to manage multiple priorities at once.

Hours and Location

This is a full time job (40 hours / week), Saturday through Wednesday. Monday through Wednesday is located in Maple Leaf Adventures’ office in downtown Victoria; Saturday and Sunday are either in the office or as work from home days.

Benefits

This position is eligible for the employee health and dental benefits plan, as well as pro deals (discounts) for quality outdoor clothing and gear.

How to Apply

Please send a resume, with cover letter introducing yourself and how you will knock it out of the park, to hq-jobs@MapleLeafAdventures.com. Please use Guest Support and Office Administrator in the subject line, so that we can route it correctly. Thank you.