Leads and coaches Expedition Specialists to achieve sales and service goals. Responsibilities include training, quality assurance, escalated guest support, recruiting and onboarding, workforce planning, timekeeping, scheduling, reservations process management, and collaboration with internal teams. The manager also supports strategic initiatives, maintains operational accuracy, and ensures strong guest and travel-advisor experiences.
WHO WE ARE
Lindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 20 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.
POSITION SUMMARY
Our reservations – or Expedition Specialist - team are the off-ship “face” of the company. And with many of our guests booking expeditions, 9, 12, 18 or even 24 months in advance, they are who our guests and travel partners develop relationships with and who set the tone for a Lindblad-National Geographic experience. The Reservations Manager plays a key role on the Reservations team as a leader and coach to Expedition Specialists. This person will provide guidance, support, training, and motivation on a daily basis to help Expedition Specialists exceed sales goals. The Reservations Manager will also work with internal partners to fulfill our brand promise to do “Whatever It Takes” in their guest and travel partner interactions just as much as our Field Staff and Crew do on the ship.
As Expedition Specialists provide exceptional service and effectively close sales, the main objective of the Reservations Manager role is to support Expedition Specialists through both day-to-day coaching and contributing to longer-term, strategic initiatives. This position requires a self-motivated individual with strong time management skills and an ability to prioritize, along with excellent communication and customer service skills. The Reservations Manager must be team-oriented, as the position requires interaction with various partners, including the Revenue Management, Inventory, Operations, and Sales & Marketing. The ideal candidate will also have a strong ability to multi-task and a passion for travel. To assist guests and travel advisors as well as Expedition Specialists, the Reservations Manager will need to become an expert in our reservations systems and processes as well as our products.
ESSENTIAL DUTIES
- Support in development and management of reservations team, including administering production-based bonus program, leading coaching program for reservations agents, and contributing to workstreams
- Carry out regular one-to-one with Expedition Specialists, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively
- Review reservations for quality assurance and accuracy
- Serve as first point of escalation for resolving reservations issues from guests and travel advisors
- Assist with recruiting, hiring, and onboarding new hires as well as on-going training
- Develop and maintain strong relationships with internal partners to effectively support operational processes
- Appropriately prioritize team and individual goals to effectively achieve business objectives
- Support in managing department responsibilities such as reservations processes, guest communication, data entry, accounting requests, etc.
- When needed, assist on special projects with other members of Reservations team
- Manage day-to-day time and attendance for the Expedition Specialist team, including reviewing and approving timecards to ensure accurate, on-time payroll processing
- Review and approve time-off requests, balancing individual schedules with team coverage needs during peak call volumes
- Model and reinforce strong time management practices across the team, helping Expedition Specialists prioritize effectively across sales, service, and administrative work
- Manage daily operations and workforce planning.
REQUIRED QUALIFICATIONS
- 4-year college degree or equivalent experience required
- Excellent problem solving and strategic thinking skills
- Outstanding time management and organizational skills, with a strong ability to prioritize and resolve issues effectively and independently
- Proficiency in Microsoft Office products, including Word and Excel
- Salesforce and Seaware experience required
- Exceptional communication and interpersonal skills
- At least 2 years of supervisory experience in sales or call center environment preferable
- Willingness to work occasionally outside of the normal business hours as required by business needs
OUR BENEFITS
• Travel benefits for employees and their family
• Voyage of Discovery trips for employees to travel as guests
• Health insurance including Medical, Dental, Vision
• 401(k) plan with employer match
• Long-Term Disability, Life & AD&D Insurance
• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care
• Pre-Tax Commuter Benefit
• 7-8 Paid Holidays
• 1 Floating Holiday Options
• Up to 15 days of vacation (pro-rated per anniversary year)
• Parental Leave
• Sick/personal days per city & state ordinance
• Pet Insurance discount
Hybrid Work Schedule
Positions based in our New York and Seattle offices follow a hybrid work schedule, requiring employees to work in the office Tuesday through Thursday, with the option to work remotely Monday and Friday. Candidates must reside within reasonable commuting distance of their designated office.
Communication Skills
Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos. Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms.
COMPENSATION STATEMENT
Lindblad Expeditions determines the pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living.
For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. An employee/candidate with a stronger skill set will receive higher pay.
EQUAL OPPORTUNITY EMPLOYER STATEMENT
At Lindblad Expeditions, we simply could not do our work without the diverse kaleidoscope of humanity that creates and delivers our remarkable offerings across the planet. As a Company that respects and celebrates the inherent diversity in the places we explore, we recognize the need to mirror that same diversity and all the interconnected perspectives within our organization. We are committed to building a community of different genders, races, ages, sexual orientations, chosen identities, and countries of origin where every person brings their whole self to work and whose skills, talents, and abilities are valued. We believe we can explore further and in a more meaningful way by actively creating a more diverse and inclusive organization where everyone feels they belong.
Lindblad Expeditions is an equal opportunity employer. Individuals seeking employment at Lindblad Expeditions are considered without regard to race, sex, color, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status, or veteran status.
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