POSITION SUMMARY:

HIRING FOR February 2023 START! OFFERING $400 BONUS!

ARE YOU ORGANIZED AND CAN YOU DANCE BETWEEN OPERATIONS, GUIDES AND AUTOTECHS WITH EQUAL FINESSE? COME JOIN THE PINK JEEP FAMILY IN 2023!

Administrative and customer service position in a dynamic tourist environment focused on customer satisfaction while maintaining a high degree of fun, integrity and professionalism. The Tour Coordinator will work closely with Guides to ensure smooth tour operations, and the best possible tour experience for our customers.

Essential Duties and Responsibilities

• Using the proprietary booking software (Gantt) – schedule tours, process payments, and coordinate customer requirements with the Guides and shuttle drivers.
• Assign tours to Guides based on tour priority guidelines, number of passengers and customer pick-up locations, rotate tours and add Guide breaks as appropriate.
• Coordinate tour departures by distributing passenger lists (manifests) to Guides and addressing last-minute issues. Ensure that special requirements are noted in reservations (front seat req., step stool, car seats, seatbelt extension).
• Coordinate and assist with the dispatching of our tour pick-ups, acting as a communication hub between guides, customers, and hotel staff as needed.
• Monitor and maintain communication with jeeps / guides.
• Support and oversee all Reservations guidelines for: Seat adjustments, heavies, special requests, add-ons, private Jeeps, gratuity, discounts, child rates, etc.
• Manage shuttle schedule.
• Serve as first line of communication for transferred calls from the Contact Center with customers trying to find their guides during pick-ups.
• Arrange board for next day, communicate availability to Contact Center, delete dummies, update Custom Tour Bars.
• Proactive in reservation accuracy.
• Act as interface between Guides and Maintenance Dept. to solve jeep breakdown issues while ensuring customer satisfaction.
• Assist team members with pre tour operations (prior day) functions to ensure next day operates smoothly.
• Monetary responsibilities include processing credit card payments, handling cash transactions, balancing cash register daily, and completing nightly bank deposits accurately.
• Double-check customer payments against tour reports nightly to prevent billing errors.
• Serve as first-line defense for all issues relating to tour operations.
• May serve as an escalation point for customer issues
• Documents process, procedures, and forms for team use.
• Address Guide concerns about tour rotations and make recommendations to management.
• Performs opening and closing procedures accurately and thoroughly
• Document Gantt concerns or issues and escalate to management for resolution.
• Offer suggestions for process improvements and Gantt functions for better efficiencies.
• Handle Group Sales requests as needed and follows correct procedures to efficiently support Group Sales Department.
• Demonstrates a high degree of initiative, resourcefulness, and job knowledge ensuring customer satisfaction.
• General cleaning of tour office to ensure positive customer impression.

   

Qualifications & Experience

• Dispatch experience preferred but not required.
• Two (2) or more years of customer service and administrative experience.
• Prompt and regular attendance.
• Excellent customer service and communication skills.
• Effective time management, prioritization and multi-tasking capabilities.
• Strong organizational, analytical and math skills.
• Attention to detail, self- motivated, and demonstrates initiative.
• Professional communication and presentation.
• Good judgment and problem-solving skills.
• Works well in a team environment.
• Must be able to maintain sensitive information in a confidential manner.
• Computer experience required (MS Windows, Outlook, Word & Excel).
• H.S. Diploma or equivalent required; Associate's degree (A.A) preferred.

   

  Essential Physical Requirements

• Primarily an inside office job with little exposure to weather conditions
• Ability to use computers, phone systems, calculators, copiers and general office equipment
• Primarily sitting up to 8 hours a day
• Must be able to move around office to perform duties, reach overhead, bend, push, pull, and lift up to 20 lbs.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.