Island Routes - Operations Manager (Groups and Private Experiences)

St. James, Jamaica
Full Time
Sales
Manager/Supervisor
Operations Manager – Groups & Private Experiences
The Operations Manager is responsible for the management, execution, reporting, accounting, and department standards for the Private & Bespoke Collections, Journeys, Villa & Groups product categories of Island Routes Caribbean Adventures.

Core Functions – Groups
Operational Planning, Logistics Management, and Execution:
  • Lead the operational planning and execution for group events, including meetings, conferences, incentives, and special events.
  • Coordinate with internal departments, vendors, and third-party suppliers to ensure seamless execution of all logistics.
    • Arrange meetings, tours, transportation, accommodations, catering, venue setup, and audiovisual requirements.
  • Develop detailed event timelines, production schedules, and contingency plans to mitigate risks and ensure the successful delivery of each event.
  • Manage and monitor the production flow of group executions, ensuring all components of the experience are completed by each stakeholder to the agreed-upon standards.
Client Relationship Management:
  • Provide oversight of the coordinators as the primary point of contact for clients throughout the planning and execution process.
  • Build strong relationships and provide exceptional customer service.
  • Proactively address any concerns or issues raised by clients, providing timely and effective solutions to ensure their satisfaction and loyalty.
  • Build, cultivate, and maintain relationships with corporate clients, Travel Planners, event planners, and other partners to generate business opportunities.
  • Prepare & present sales proposals, negotiate contracts, and close deals to meet or exceed sales targets.

Core Functions - Private Experiences
Management:
Management of department functions across the teams and processed as detailed below:  
Logistics Department:
Manage the Team to effectively support the sales funnel process, pre-travel planning, and in-destination execution of Private & Bespoke Collections experiences.
  • Support the Travel Concierge and direct clients in the sales funnel process with customized pricing, vendor options, and custom concept proposals for Bespoke Experience requests.
  • Manage the pre-travel planning and logistics of all booked Private & Bespoke Experiences with a team of Logistics Coordinators.
  • Ensure clear communication & booking of internal assets; Owned & Operated Assets, Transportation Services, Tour Leaders, etc.
  • Confirmation of external vendor services.
  • Completion of administrative tasks, including cost breakdowns, petty cash requests, operational item ordering, tour information sheets, etc.
  • Manage and monitor the production flow of Private & Bespoke experience executions, ensuring all components of the experience are completed by each stakeholder to the agreed-upon standards.
Client Relationship Management:
  • Ensure that guest-facing communications and service experience meet the quality and standards expected for this level of clientele.
  • Manage and monitor the appropriate use of business processes and internal department systems throughout each phase of the guest experience.
  • Maintain professional relationships with all stakeholders, external vendors, and partners.
  • Meet sales targets as detailed by leadership.
  • Follow reporting structures and ensure all deadlines are met.
Product Development:
Oversee product development for the Groups, Private & Bespoke Collections, and Journeys:
  • Collaborate with the Guide Program and Product teams to continually source, develop, build, and roll out appropriate products suitable for the Groups, Private & Bespoke Collections & Journeys.
  • Provide support, guidelines, and standards in the build-out of the product across their region.
Standards & Reporting:
Customer Relationship Management (CRM) System
  • Ensure the full utilization of the appropriate Customer Relationship Management (CRM) system tool to:
  • Ensure seamless, tracked communication with the Travel Concierge by all Groups and Private & Bespoke team members regarding any leads being worked on.
  • Utilize the pre-travel planning tools to effectively manage each guest booking before travel.
  • Oversee coordinated marketing communications efforts with booked guests before departure.
  • Use of reporting tools to generate weekly/monthly reporting of lead conversion.
Resmark System:
  • Support full use of the Resmark System to track all bookings and payments.
Operational Reviews:
  • Conduct operational reviews with the VP, Sales, to identify operational goals, core USPs, and Way Forward initiatives to be incorporated into business strategies.
Product Standards:
  • Manage the development, training, implementation, and consistent review of product standards across the Groups, Private & Bespoke Collections & Journeys division.
Meetings and Reporting:
  • Conduct departmental meetings and relevant operational meetings.
  • Ensure appropriate systems are in place to effectively evaluate various activities relative to the department’s goals and objectives and report on progress as needed.
  • Provide weekly/monthly and project status report updates to the VP, Groups & Private Experiences, and the Executive Team as required.
Budgets and Sales Targets:
  • Manage and maintain weekly/monthly and annual budgets and sales targets as agreed upon with the VP of Sales.
  • Manage all costs to ensure efficiency and value for money is achieved.
Site Inspections:
  • Conduct periodical site inspections of products to ensure they meet the rigorous checklist of standards Island Routes expects of their partners.
Team Leadership and Development:
Leading and Mentoring:
  • The Manager will lead and mentor a team of operations coordinators and a solution-oriented support staff.
  • The Leadership will create a collaborative work environment where each team member can thrive and perform at their best.
Guidance, Training, and Support:
  • Provide guidance, training, and support to team members.
  • Ensure appropriate training to enhance their skills and capabilities in event planning, logistics management, and customer service.
  • By investing in their development, the Manager ensures that the team is well-equipped to manage their responsibilities effectively
Effective Delegation:
  • Delegate tasks and responsibilities effectively.
  • Ensure that each team member understands their role and contributes to the overall success of the department.
Qualifications and Competencies Required:
  • A minimum of a First Degree in Business or related discipline.
  • A minimum of 3 years’ experience/knowledge in a related field.
  • 1-3+ years’ experience in a management position.
  • Advanced proficiency in Microsoft Word, Outlook, PowerPoint, and Excel.
  • Advanced Functional Proficiency.
  • Proper workload and Relationship Management.
  • Good Analytical, Problem-Solving, Interpersonal, and Communication Skills.
  • Demonstrates Initiative.
  • Collaboration and Cultural Sensitivity.
  • Independent and Professional.
  • Creative and Flexible.
  • Confidentiality is a must.
NB. Only shortlisted candidates will be contacted. Thank you for your application!

 
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