Destination America - Operations Supervisor

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’ ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.

OUR VALUES

• Driven by service
• An inherent passion for travel
• Commitment to our customers and to our people
• Commitment to corporate social responsibility and our 5-year sustainability strategy 

POSITION SUMMARY

The purpose of this position is to coordinate the administrative functions of the On-Road Operations Department, supporting the Operations Team with key tasks and serving as a liaison between On Road Staff and internal departments to ensure the smooth delivery of all trips.

Key Responsibilities

PRE/POST TRIP

• Support the scheduling process by distributing finalized trip assignments to on-road staff through Microsoft Teams, ensuring each on-road team member is informed of their upcoming trips.
• Schedule pre-trip briefings and post-trip debriefings for on-road staff including preparation of supporting documentation (e.g. guest feedback reports).
• Manage the TD Float Request process via Airtable
• Follow up with TMs and TDs to ensure credit card machines are functional (first trips only) and all optional payments have been collected 72 hours prior to trip ending (all trips)
• Track and follow up with on-road staff who have outstanding expense reports and support Operations Managers in collecting necessary documentation to ensure timely submission to the Finance team.
• Assist with resolving accounting queries by liaising with on-road staff to verify guest numbers and reconcile discrepancies with the Finance Department.

ON TRIP

• Support the on-road team with access to various platforms and login issues. Escalate where necessary to the correct department or Operations team member.
• Follow up with TMs/TDs to ensure on-trip issue forms are submitted asap

OPERATIONAL SUPPORT

• Compile monthly reports as required to support all Quality Improvement efforts. Eg NPS and Response Rate reports, Optional Sales Summaries etc
• Update Trip Timings (technical itineraries), MTEFs (Master Travel Experience Files), and log change tickets for Contiki North America throughout the season as necessary. Prepare draft documents for future year operations to support Director of Operations and OAB Ops Managers in forward preparation.
• Collaborate with the Operations Admin team to set up and maintain on-road staff data across key platforms including TOPS, Airtable, Tropics, Salesforce, and SharePoint.
• Assist with on-road trip amendments such as guest upgrades and trip extensions.
• Post announcements and updates to the on-road staff channels on Microsoft Teams as needed.
• Support the approval process for weekly timesheets (Contiki only)
• Assist the Contiki Operations Director with yield management by maintaining the yield spreadsheet, updating trip statuses in Airtable, and generating weekly yield reports.
• Conduct regular audits of the Contiki website to verify accuracy, and report discrepancies or required updates to the global content team.
• Support the Contiki Operations Director in the administrative aspects of on trip supplier/product changes, including conducting research, coordinating documentation, and managing follow-up processes (saving documents, ticket submission for website updates etc) to ensure accurate and timely setup.
• Manage uniform logistics, including ordering and distribution to Contiki on-road staff.
• Co-ordinate the requirements for staff business travel with regards to on-road training or product quality control
• Monitor and delegate to the correct team member emails coming into the daoperations@destamer.com mailbox. Other shared mailbox management may be required in future.
• Support the creation and/or maintenance of Operational SOPs
• Serve as an active member of the TTC Tour Brands & Contiki Incident Response Team.

Competencies

• Excellent time management/multitasking skills 
• Strong administrative/analytical skills 
• High level of attention to detail 
• High level of accuracy 
• Pro-active approach and a collaborative mindset
• The ability to resolve issues in a team oriented and diplomatic manner
• Ability to work effectively in a team environment as well as independently 
• Strong verbal and written communication skills required. 
• Vision correctable to 20/20 with reasonable accommodation required. Ability to look at a computer monitor for extended periods of time required.
• Able to sit for long periods of time and to use a computer, mouse and keyboard required. Able to lift 20 lbs with reasonable accommodation preferred.

Experience

• Preferred - A sound knowledge of USA and Canada Geography.  
• Essential - Proficiency in Microsoft Office applications (Office, TEAMS, Word, Excel, PowerPoint) required. 
• Highly desirable but not essential - Travel related experience, specifically with an operational background. 
• Highly desirable – Proficiency in Airtable, Monday.com, Salesforce, SharePoint and OneDrive.

Travel & Other Requirements

• Two days each week as specified of office attendance in Costa Mesa, CA (more days may be required at certain times of the year).

Salary -   $28-30 per hour

Please note - We're hiring multiple candidates! There are two openings available for this role. 

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state, or local laws or ordinances. 

The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!