Tour and Travel Accounts Coordinator POSITION OVERVIEW: An individual in this position will be responsible for providing various administrative support functions for our clients in the Tour and Travel Industry, as well as assist the Charter Department as required. Duties include but are not limited to the following: • Maintaining a strong customer base including existing accounts and potential sale opportunities • Overall account management of the Tour and Travel department, including invoicing, billing, and collections • Generate new revenue as assigned by the Sales Manager • Provide resolution for any customer account issues and implement solutions • City Tour and Niagara Tours administrative support • Suggest Tour Packages and Niagara A La Carte services for individuals and group tours • Confirm all City and Niagara tour bookings and pickup times with FITs and Hotel Concierge • Organize Harbour Tours for group excursions • Collaborate and assign the appropriate Step On Guides to ensure the best service • Manage, organize, and confirm staffing list at the MTCC – Information Desks • Develop customer service standards and procedures for the organization • Interview customers to acquire information and offer available products and services • Answer/screen telephone calls promptly • Read and route incoming emails promptly • Prepare driver’s dispatches, maps and signage for all programs running the following day • Handle necessary changes, special requests and cancellations in an efficient manner • Provide high level support to the Charter Department • Prepare contracts and discuss all details with the clients • Follow-up after the completion of a program • Follow-up on all quotes • Liaise with the Charter Department on all programs, tours, contracts and up to date information • Coordinate, monitor and manage airport flight manifests and arrange transportation for arrivals and departures • Assign, organize and manage Meet and Greet staff and Onsite Coordinators as needed • Maintain strong relationships with vendors and negotiate the best rates • Approve and distribute invoices, expenses, cheques and petty cash requests for Accounting • Perform other duties as required ATTRIBUTES: • Extremely organized with high attention to detail and quality of work • Strong Interest in helping and working with customers in the transportation and tourism industries • Ability to multi-task, prioritize, and organize unpredictable workloads • Thrive in a demanding and fast-paced environment • Ability to deal comfortably with supporting multiple individuals, personalities and management styles • Ability to manage small projects independently • Ability to complete tasks with minimal supervision • Comfortable with the Internet, answering multiple telephone lines while providing quotes on the spot • Knowledge of Google Maps, has a good sense of direction and ability to read maps • Confidence in handling customer complaints efficiently and professionally • Proactively approach management and team when needing information to complete tasks or seek clarification when uncertain about instructions • Work with management and team to recognize additional areas where administrative support can be provided • Highly productive and organized in setting appropriate objectives on time management EDUCATION: • Minimum Post-secondary education preferred SKILLS: • Computer Skills: Google Maps and MS Office Suite - Outlook, Access, Word, Excel and PowerPoint • Exceptional customer service skills • Excellent communication and listening skills • Typing of over 60 wpm EXPERIENCE: • Minimum 4 years experience supporting multiple individuals in the hospitality industry PREFERRED BACKGROUND & EXPERIENCE: • Minimum Post-secondary education preferred • Experience in either the transportation and tourism industries preferred • Experience in an administrative assistant or coordinator role preferred