Operations Coordinator – Cruise & Air

  • Wells Gray Tours Ltd.
  • Front-line
    • Full Time | 
    • Permanent
  • 250 Lansdowne Street, Kamloops
  • 1 position available
  • Accessible Employer: Yes
  • Open to International applicants with valid Canadian Work permits: Yes
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Posted on June 10, 2024

Job Description

Wells Gray Tours has been in business since 1972 under the direction of Roland Neave, owner and founder. Our company started small by running bus tours into Wells Gray Park from Kamloops as a summer project while Roland attended University. This passion he developed has now grown Wells Gray Tours into the largest tour operator in the Okanagan, taking our faithful clients around the world again and again.

We are looking for a person who exhibits the following Attributes:

  • Inclusiveness: Shows respect for people and their differences; promotes fairness and equality; engages the talents, experiences, and capabilities of others; fosters a sense of belonging; works to understand the perspectives of others; and creates opportunities for access and success.
  • Problem Solving & Decision Making: Problem-solving ; identifies problems, involves other in seeking innovative, simple solutions, conducts appropriate analyses, searches for best solutions; responds quickly to new challenges. Decision Making; makes clear, consistent, transparent decisions; acts with integrity in all decision making; distinguishes relevant from irrelevant information and makes timely decisions.
  • Communication: Connects with managers, peers and customers, actively listens, clearly and effectively shares information, and demonstrates effective oral and written communication skills.
  • Quality Improvement: Strives for efficient, effective, high-quality performance in self and the team; delivers timely and accurate results; resilient when responding to situations that are not going well; takes initiative to make improvements.
  • Leadership: Cooperates and collaborates with colleagues as appropriate; works in partnerships with others.
  • Service Focused: Values the importance of delivering high quality, innovative service to internal and external clients; understands the needs of the clients; customer service focus.
  • Embrace and Initiate change: Resilient to face change boldly, without resorting to complaints, apathy, anger or fear.

Key Duties:

  • Book group blocks with airlines
  • Manage group blocks for air, cruise, river cruise
  • Manage deposits and final payments
  • Balance accounts
  • Communicate to operations and sales teams any changes to itineraries
  • Keep central reservation system up-to-date with flight schedules
  • Monitor deviations
  • Work with operations to reduce seat counts and cruise blocks
  • Notify operations of group space recalls with cruise lines
  • Finalize documentation for air and cruise required for clients and tour directors
  • Maintain Cruise Booking database
  • Provide quotes to upgrade seats on airlines to sales staff
  • Approve, monitor and arrange payment for charter coaches
  • Monitor and account for refunds and tour conductor credits from cruise lines
  • Create and prepare comment sheets for outgoing tours
  • Create and prepare passenger itineraries for outgoing tours
  • Provide backup to General Manager in times of high demand

Additional Duties:

Reservations & Sales Back Up:

  • Take reservations for tours and enter into central reservations system
  • Process tour payments and issue ticket packages
  • Provide customer service with patience and cheerfulness
  • Sell tours in person and over the phone
  • Learn tour product
  • Understand the organization of group travel and general tour procedures
  • Proof-read and provide input on new tour product

Responsibilities & Qualifications

Required Skills:

  • Knowledgeable with Microsoft 365 Programs (Outlook, Excel, Word, etc)
  • Fast typing speed with high accuracy (45 WMP+)
  • Strong internet navigational skills
  • Knowledgeable with airlines and routes and countries they serve or be able to quickly and easily research required information
  • Knowledgeable with deck plans and on-board services and facilities for Holland America, Norwegian, Oceania and Avalon
  • Ability to provide excellence in customer service with patience, cheerfulness and accuracy of information and with desire to exceed client expectations
  • Excellent written communication skills
  • Excellent attention to detail
  • Strong multi-tasking abilities
  • Ability to meet deadlines for tour planning and departures
  • Interest in travel industry and packaged travel
  • Strong understanding of geography and points of interest locally and world-wide.
  • Ability to easily build rapport with clients and colleagues



Job Application Process

Qualified candidates should submit their cover letter and resume by email by clicking on the Apply Now button below. No phone calls, please. We thank all candidates for their interest in applying, however, only those that meet the criteria and are selected for an interview will be contacted.

Apply Now