Guest Communications and Reservations Administrator
photo by TJ Watt / Maple Leaf Adventures
Summary / Objective
If you’re a good communicator, organized, and love helping others, this position may be for you. Especially if ecotourism’s ethics are part of your world view.
This junior role is responsible for helping guests and prospective guests with many aspects of their trip selection, planning and preparation, as well as publishing key information for guests, and managing guest information for trip crews. In this role, you’ll be the voice of Maple Leaf Adventures, and everyone’s first contact with us.
We seek a person who is thoughtful and mature, who likes to go above and beyond in helping people, and who is proud to be part of a team that offers guest service at a very high level. The right candidate also has a love of nature, culture and travel, with a commitment to incorporating sustainability into their daily life, and enjoys the dynamic environment of an entrepreneurial company.
- – Answer inquiries, send brochures, administer sales for guests (shared responsibility).
- – Assess potential guest interests and needs, then help them choose the right trip.
- – Administer trip payments, cancellations, waiting lists and all communications relating to bookings.
- – Create pre-trip information packages, arrange fact checking and editing, then distribute to guests.
- – Answer pre-trip questions and post-trip questions from our guests.
- – Manage guest information, and format passenger manifest for each trip.
- – Collaborate with team members on changes to guest documents.
- – Answer phones, general inquiries and do in-person reception duties (small amount).
- – Make flight or hotel bookings for guests on some trips, as planned with marketing team.
- – Collaborate with team members and keep them updated on bookings, trends you notice, and other important information.
- – Support other team members, where sensible, when they are on vacation.
- – Administer or coordinate other related projects, as required.
Attitude and aptitude are important, so if you don’t have quite what we’ve listed below, but you think you’ve got the experience that gives you equivalent qualification, let us hear from you and about how you’ll knock it out of the park!
Education and Experience
- – University degree or equivalent critical thinking and communications training.
- – 2 years experience in customer service or sales for entrepreneurial business.
- – Familiarity with the nature and cultural history of the BC coast.
- – 1 year experience organizing logistical details professionally.
- – Strong written and verbal communications skills; good visual communication skills; excellent grammar and spelling (not requiring software to check it).
- – Relatable yet professional phone manner.
- – Good research and analysis skills for small projects.
- – Good arithmetic skills.
- – Aptitude for forming relationships with people over the phone and in person.
- – Ability to use online publishing tools such as WordPress.
- – Ability to multi-task.
- – Ability to use Microsoft Excel with formulas, understand and check numerical data such as prices.
- – Ability to synthesize information about the coast and our trips and use it to help guests choose a trip.
- – Excellent attention to detail.
- – Collaborative Spirit – able to work with team to create plans and solve challenges.
- – Results Oriented – able to focus on targets, and perform without constant supervision.
- – Adaptability – able to switch roles – eg from reception to reservations to writing a document.
- – Specialist Knowledge – appreciation for and knowledge of our coast and our trips.
- – Caring and Helpful – likes helping our guests.
- – Entrepreneurial spirit – likes working in and helping a small business.
- – Values Driven – personally committed to incorporating triple bottom line concepts into daily life.
- – Focussed – can stay on task in a busy office.
Work Schedule and Location
This is a full-time position, primarily in the Maple Leaf Adventures office. Following the successful probationary period, the days will be Tuesday through Saturday. There are requirements, when appropriate, for the occasional evening and weekend work as beneficial to your job responsibilities (such as the occasional special guest event).
About Maple Leaf Adventures
Maple Leaf Adventures is a small, privately owned company that has deliberately chosen to have a quadruple bottom line: where environmental, social and financial values are joined by the fun factor as critical metrics of our company’s success. We are inspired by exploration, creating great experiences, and the rich British Columbia and Alaska coast.
Our multi-day expedition cruises in remote BC and Alaska are internationally rated as some of the top adventure travel experiences in the world. This comes from a spectacular environment, a natural love of hosting guests, a disciplined approach to operations, respect for people of all kinds along the coast, and the vision to create something world-class. A small business requires people to “wear several hats” and do work on different professional levels.
At Maple Leaf, you will be a key part of a small, dynamic team that is dedicated to these principles. You’ll be proud to work hard, with lots of attention to detail, and participate in the rewards of growing, world-class adventure travel company on our spectacular coast.
Industry competitive pay, full benefits plan, supplier pro-deals, performance-based bonus.
How to Apply
Send a resume with cover letter to firstname.lastname@example.org. Posting closes at 4 pm Jan 21, but we’ll conduct interviews on a rolling basis, so if you’re ready to apply, don’t wait for the deadline, get in touch now.