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Tours and Guest Experience Specialist

Winnipeg, MB Full-time $48758.00-$57363.00/year

Since 1987, Frontiers North Adventures has hosted guests in and around the subarctic community of Churchill, Manitoba to dine beneath the northern lights, drift amongst beluga whales, and lock eyes with wild polar bears. Our programs are meaningfully designed for wildlife and culture enthusiasts, photographers, families, and experiential adventure travellers. We consider ourselves stewards of the resources made available to us with the goal of conducting our business in a safe and sustainable manner. As the first Certified B Corporation™ in Canada’s tourism industry, using business as a force for good, we work hard to leave a positive impact on our guests, our team of employees, and the environments and communities in which we operate. Frontiers North Adventures works and hosts guests on Treaty 1, 2 and 5 Territories, which include the traditional and ancestral lands of the Cree, Ojibway, Oji-Cree, Dakota, Dene, Inuit, and the homeland of the Red River Métis Nation.

The people that comprise Frontiers North share in the stewardship of the resources made available to us and conduct themselves in a safe and sustainable manner. Whether they work on the tundra, in a Tundra Buggy®, at the Ptarmigan, the Tundra Pub, the Tundra Inn, or behind a desk, our employees work hard to benefit our guests and the ecosystems and communities in which we operate, and passionately share those values with our guests. We are the official Conservation Journey® and Tundra Buggy® people.

We are currently recruiting a Tours and Guest Experience Specialist for a full-time, in-person, permanent position in Winnipeg, MB.

POSITION SUMMARY

As the primary point of contact for the sale of Frontiers North Adventure (FNA) tours and services, the Adventure Planner is responsible for creating and building lasting relationships with FNA clients. Working with other FNA team members, this role increases revenue and contributes positively to FNA’s profitability by providing excellent customer service and using effective sales techniques to match prospective guests with the tour package that best suits their travel interests and requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES*

Sales and Guest Relations

Act as the primary contact for prospective guests and agency partners contacting FNA, providing excellent and timely customer service and using effective sales techniques to sell FNA’s full range of products and services.
Assist prospective guests with planning their adventures, providing them with marketing materials, asking pertinent questions and responding to their inquiries, and selecting and customizing tours to best suit their travel interests and requirements.
Refer guests to products and services provided by our partner organizations.
Respond to guest inquiries and resolve guest concerns and/or issues when possible, or by referring them to the appropriate team member or department when not.
Assist partners/resellers in the sale of FNA products and services, including providing marketing materials and availability reports.
Follow up with prospective clients after initial contact.
Proactively act to retain and expand existing guest relationships while pursuing new sources of revenue.
Follow up with trade show partners and qualified sales leads.
Remain current on FNA marketing materials, website information, and pricing to ensure consistent messages are being communicated to the clients, guests, and the public.
Work with the Manager, Sales & Partner Development, and the entire sales team, to develop sales tactics to drive sales and increase profitability.
Work with the Manager, Sales & Partner Development, to set personal sales goals and actively monitor and report on the results.
Attend regular departmental sales meetings.

Sales Administration

Work with the Group Tours Sales and Fulfillment Specialist to assist in the preparation of Pre-Formed Group (PFG) proposals.
Work directly with other members of the sales team to ensure efficient administration of documentation and timely processing.
Index, store, and maintain electronic sales documents on the shared server, ensuring document control and naming protocols are followed for easy retrieval.
Ensure all client, tour, and other information is entered into the tour database program.
Regularly review air and rail tariffs and provide updates to the sales team.
Assist in the administration of guest loyalty programs.
Update, maintain, and distribute departmental reports and rate sheets within required deadlines.
Accurately invoice customers, process deposits and final payments in a timely manner, and complete accounts receivable (AR) reporting.
Assist with preparing sales presentations.
Assist with answering and directing the main telephone line and the info@frontiersnorth.com email.

Risk Management and Internal Control

Ensure that guest waiver forms and emergency contact information is accurately collected and documented.
Thoroughly explain all FNA terms and conditions to guests to ensure their planned adventures will meet their needs and expectations and they can meet the required physical demands.

Teamwork & Organizational Culture

Collaborate with and assist other members of the sales team to achieve departmental goals.
Maintain open communication and cooperation with other staff to ensure a friendly, collaborative, and efficient working environment.
Assist in the training and support of new sales team members including contributing to the development and maintenance of departmental standard operating procedures (SOPs).
Participate in cross training to strengthen teams, create more opportunities for advancement within the company, and create redundancies for periods of employee leaves and turnover.
Actively participate in company meetings.
Uphold the behaviours of a safe, respectful, and inclusive workplace that recognizes and respects diversity and individual differences.
Understand Frontiers North’s values, mission, and strategic plans to support the organization.
Understand, respect, and support Frontiers North’s commitment to corporate social responsibility and operating sustainably.

Workplace Health and Safety

Follow the Workplace Safety and Health Act and Regulation standards and protocols and all Frontiers North health and safety policies and procedures.
Attend all safety meetings as required.
Ensure the work area is clean, sanitary, well-organized, and hazard free.

SPECIFIC KNOWLEDGE, SKILLS, AND ABILITIES

Post-secondary education in business, tourism and hospitality, or an acceptable combination of education and
experience.
2+ years’ related work experience in the tourism industry.
Valid Class 5 (standard driver’s licence) is an asset.
Effective written and verbal communication skills in English; other languages are an asset.
Demonstrated ability to use a computer, including Mac operating systems, Google Workspace, Microsoft Office, Internet, and server databases.
Experience using Peak 15 or other tour operator customer relationship management (CRM) software is an asset.
Strong time management skills and the ability to prioritize tasks with minimal supervision.
Excellent customer service skills, including interpersonal skills, empathy, and patience.
Strong organizational skills and a keen attention to detail.
Must be able to work individually and as part of a team.

SPECIAL CONDITIONS OF EMPLOYMENT

Office environment; long periods of sitting, using a computer and mouse, and viewing information on a computer monitor.
The ability to lift up to 50 pounds (23 kilograms), climb stairs, stand for up to 12 hours with few opportunities to rest, and manipulate trade booth displays is required.
The ability to travel to Churchill, Manitoba and other locations by air, vehicle, and/or train is required (<5%)
Overtime may be required during evenings, weekends, and on holidays.
Must be legally entitled to work in Canada.

*This description is not intended to be, nor should it be construed as, an all-inclusive list of responsibilities, skills, or working conditions associated with the position. It is intended to accurately reflect the activities and requirements of the position, but related duties may be added, deleted, or modified as necessary.

Frontiers North Inc. is proud to be an equal opportunity workplace and is committed to creating an inclusive and respectful work environment for all our employees. Hiring and other employment decisions at Frontiers North are made based on merit and without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, gender, pregnancy, sexual orientation, record of offences, age, marital status, family status, religion, or disability.

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