JOB DESCRIPTION

Position Title: International Reservations Manager
Department: Client Services
Reports to: President
# of Direct Reports: 0
Location: Remote
Job Status: Full-time, Hourly

COMPANY OVERVIEW

A leader in the whitewater rafting and adventure travel industry since 1969, OARS has set the standard in first-class rafting, hiking and multi-sport adventures with more than 75 unique itineraries around the world.

At our core, beyond “Guiding Life’s Greatest Adventures,” we’re a second generation family-owned outfitter that strives to make a positive impact on people’s lives by providing outstanding river trips and other outdoor adventures. We encourage and actively support awareness, deeper appreciation, and preservation of our rivers and environment, and seek like-minded individuals who share that same passion, to join our team.

POSITION SUMMARY

International Reservations Manager

As an OARS Client Services Representative you have a passion for trip planning and the stamina to answer the same question 1000 times a year with a smile. You truly love working with other people and your colleagues enjoy working with you. Only your attention to detail and organizational skills rival your personable demeanor and enthusiasm for travel.

As the OARS International Reservations Manager you are responsible for cultivating new and existing relationships with affiliate operators abroad, contract management, and performing all client services-related duties for OARS International trips. Your goal is to provide the highest level of customer service to help ensure every OARS guest has the best possible experience on their trip.  Essential elements of the job include providing prompt and accurate information to guests when they reserve their trip, identifying special needs & assessing capabilities and coordinating with affiliate operators to ensure the smooth transfer of information to leaders in the field.  Additionally, all members of the Client Services team play a critical role in answering the phones and processing domestic reservations as call volume warrants.

Performance Profile

  • Travel professional with strong industry knowledge & extensive international travel experience
  • A team player and “part of the solution”
  • Highly organized in both personal and shared/collaborative work space
  • Friendly and personable in phone conversations with the ability to ask the right questions, listen and devise solutions
  • Proficiency with basic trip information for all OARS trips and a high level of regional expertise for designated areas
  • Ability to research, develop, proof read and edit professional travel documents
  • Excellent written communication skills, particularly in email format
  • Effective time management, ability to multitask at times
  • Intuitive and thorough with administrative work performed in the reservation system and other support programs

ESSENTIAL DUTIES

International Client Services

  • Function as the point person for other staff on questions concerning international trips
  • Distribute confirmation materials and invoices for international trips; collect payments for reservations prior to departure; generate and deliver customized final information packets for each multi-day international booking
  • Collect all client information (forms) and facilitate the accurate entry of that information into the OARS reservations system, including the correction of online entries as required
  • Develop FIT (custom) itineraries for extensions and private trips when appropriate, following through from implementation to the final documents
  • Develop and maintain a close relationship with the booking offices of all affiliate operators
  • Provide affiliate operators with information regarding guest needs and custom arrangements
  • Coordinate with affiliate operators to open or close trips based on availability
  • Process cancellations and transfers and negotiate fees as necessary
  • Recommend and develop responses to guest concerns in a prompt and courteous manner in accordance with OARS policies and procedures
  • Negotiate, update or maintain vendor contracts and other arrangements as needed
  • Generate and process payments to international operators and other vendors in an accurate and timely manner
  • Maintain and update trip-related documents seasonally and on an as-needed basis, including web content, fact sheets, etc.
  • Follow up on all reservations and questions (from phone calls, e-mails, trip evaluations, live chat, etc.) to ensure guests choose OARS for their next adventure travel experience
  • Actively participate in departmental and company discussions to improve internal processes and build a high-performing sales and client services team
  • Promptly follow up with requests for information from other departments
  • Continuously develop an in-depth knowledge of OARS trips, policies & procedures and reservation system
  • Active phone selling by being available to respond to incoming calls and e-mails and return all messages from prospective and current guests, travel agents and co-workers in a courteous, professional and timely manner
  • Other projects and duties as necessary or assigned
  • Weekend work – responding to travelers and operators via email, WhatsApp or similar – as required

Phones and Emails

  • Be present at your desk and available to answer phone calls & respond to email during scheduled work hours
  • Be in “ready” status in phone queues at all times while on the clock, except for work breaks and meals
  • Respond to questions and concerns in a timely manner (ideally within minutes, but always within 24 hours or the next business day)
  • Accurately enter contact info, etc. for all inquiries
  • Check voicemail and respond in a timely manner

SKILLS & QUALIFICATIONS

  • Minimum of three years international travel and management experience
  • Positive attitude with a passion for working with a diverse team
  • Empathetic and resourceful problem solver with the ability to build genuine, authentic connections with guests and co-workers
  • Strong written and verbal communication skills
  • Detail oriented with the ability to see the big picture
  • Excellent personal organization and time management skills
  • Proficient with Microsoft Office and Google Workspace

WORKING CONDITIONS

Physical Demands

  • Long hours sitting or standing and using office equipment and computers, which can cause muscle strain
  • Some lifting of supplies and materials on an as-needed basis

Environmental Conditions

  • This position is remote and requires that an effective, professional home office environment is maintained. This workspace should be distraction free, and have all the tools required to complete the job the same way one would in a traditional office environment
  • Scheduled and unscheduled meetings with coworkers and managers are customary
  • Stressful working conditions due to call volume and customer demands are common

COMPENSATION

Annual Salary

  • $24 – $32 per hour depending on experience
  • Merit increases and bonuses, dependent on individual and company performance, considered on an annual basis

Standard benefits available to full-time employees

  • Company-funded health insurance plan after 60 days
  • Reimbursement for approved wellness expenses up to $520 per year
  • Company-matching ($.50 for every $1.00 contributed up to 6% of gross pay) 401k plan after 1 year
  • 17 days Paid Time Off (PTO) accrued annually in years 0 – 2
  • 25 days PTO accrued annually in years 3 – 9
  • 30 days PTO accrued annually 10+ years
  • 1 paid familiarization (FAM) trip annually, dependent on company performance and subject to management approval
  • Friends + Family discounts on OARS trips

HOW TO APPLY

Interested candidates may submit a resume and cover letter detailing their interest in this position, as well as personal and employer references by email to: jobs@oars.com with a subject line of “International Reservations Manager.” No phone calls please.