YMT Vacations and Go-today is looking for an experienced Reservations Supervisor with strong customer service and process management skills. As a detail-orientated communicator, this role manages the day-to-day operations of the Reservations Coordinator team. This position is responsible for providing high quality guest services, enabling YMT Vacations and Go-today to deliver a memorable travel experience for our guests.

RESPONSIBILITIES:

§ Oversee day to day operations of the Reservations Coordinator team to ensure the following tasks are completed:

• Review and respond to all guest communications received through Salesforce
• QA checks on previous day’s bookings
• Balance due ledgers clear of pending payments by deadline
• Collect and process required pre-travel documentation from guests
• Assist guests with tour changes and suspensions

§ Learn aspects of all destinations YMT Vacations and Go-today has to offer and maintain extensive product knowledge

§ Remain available to assist as first point of escalation to customers seeking assistance from management

§ Monitor call dashboard and agent availability to reduce call abandonment

§ Investigate and respond to negative online reviews

§ Analyze post travel complaints and identify trends of product issues through Salesforce case management

§ Run daily, weekly and monthly team production to check progress towards goals

§ Work with staff to solve customer relation issues while maintaining the satisfaction of the customer and profitability of the booking

§ Assist sales team in absence of management

§ Participate in after hour emergency call rotation

§ Other duties as assigned

SKILLS AND EXPERIENCE:

• Previous experience as a lead or supervisor, preferably in Travel/Tourism industry
• GDS knowledge, Amadeus preferred
• Open availability: Monday through Friday 5 a.m. to 5 p.m. PST
• Experience with web-based computer systems preferred (Softrip)
• Ability to work independently and as a team
• High level of communication (written and verbal) and organizational skills
• Strong knowledge of Salesforce, MS Office, Teams, Word, Outlook and Excel

Benefits:

• Work from home/Remote position
• Competitive base pay + inclusion in profit sharing plan
• Medical, Dental, Vision, LTD
• 17 paid personal days off per year
• 9 paid holidays
• Employee assistance program
• Retirement plan
• Travel discounts
• Flexible shifts available

Home Office Requirements:

Qualified candidates will be provided all hardware necessary (computer and peripherals) for position. You will need to provide the following:

• Dedicated work space free from distractions
• Stable home internet connection
• 30 mbps download – minimum
• 6 mbps upload
• Wireless connection preferred

US Tour Operator (USTO - https://www.travelopia.com/our-brands/tailormade-usto/) is a division of Travelopia (https://www.travelopia.com/), the world's leading experiential travel company with over 2,000 employees in 30 countries around the world. We are a collection of diverse and exciting businesses, owned by KKR, one of the world’s largest private equity firms. Some of our businesses are iconic market leading brands such as TCS, the world’s leading private jet company based in Seattle and Quark, the world’s leading polar expedition company based in Toronto.

USTO comprises two sister brands Europe Express and YMT Vacations, each providing decades of experience in custom independent and group travel for North American travelers throughout Europe and other popular destinations around the world. Together they are a $100 million+ revenue business, a significant and strategically important part of the $1billion+ Travelopia portfolio. Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours. YMT is an industry-leading guided tour specialist for North American travelers. Since 1967, the company has offered affordable land, cruise, and river cruise tours to the most popular destinations around the world.