Groups and Private Experiences Supervisor

The role of the IR Groups Supervisor entails overseeing the attainment of sales revenue targets by collaborating with the Senior Operations Manager, Groups & Private Experiences.

Groups and Private Experiences Supervisor

This involves reaching out to businesses and key individuals in the market to promote and sell Island Routes products and services. Responsibilities include delivering exceptional service to all customers, nurturing existing relationships, cultivating new ones, and expanding revenue from Eastern Caribbean groups.

The Supervisor is also tasked with identifying new opportunities within each destination and staying informed about emerging destination attributes that could be incorporated into tailored experiences. Ensuring the timely, efficient, and professional execution of all activities is crucial. The Supervisor must demonstrate meticulous control, creativity, and expertise in program execution to meet objectives, deliver top-quality experiences, and maximize return-on-investment.

Responsibilities:

• Be knowledgeable about the tours and services offered by Island Routes & our Certified Partners.
• Work closely with the sales team and clients to understand group & bespoke travel requirements, preferences, and special requests.
• Collaborate with internal departments and external vendors to develop customized itineraries and coordinate all aspects of group & bespoke tours, including transportation, accommodations, activities, and dining options.
•  Ensure all logistical details are accurately communicated and executed according to the agreed-upon schedule and budget.
•  Serve as the primary point of contact for group leaders/ Travel Agents/ Clients and other participants during tours, providing assistance, guidance, and information as needed.
• Coordinate with local guides, drivers, and other service providers to facilitate smooth transitions between activities and destinations.
• Resolve any issues or concerns that arise during the tour promptly and professionally, ensuring the satisfaction of group members.
•  Supervise a team of tour guides, drivers, and support staff, providing direction, feedback, and support to ensure high-quality service delivery.
•  Solicit feedback from group leaders/ Travel Agents/ Clients, and other participants to identify areas for improvement and implement corrective actions as needed.
• Implement quality assurance measures to enhance the overall customer experience and maintain the company's reputation for excellence.
• To coordinate and host Site Inspections and FAMs as required.
• To develop & continually enhance relationships & rapport with key accounts.
• To solicit tour and attraction rates, dates, and space for groups & bespoke experiences for both new and repeat business through various efforts, including the management of wedding group sales and social group enquiries.
• To ensure the effective and timely processing of RFPs to potential clients.
• To identify opportunities for the growth in Meeting, Incentive, Conventions and Exhibitions, & groups arm of the company, as well as the growth in business from the Eastern Caribbean.
• Update Group database as required.
• Update the Resmark System, Salesforce, and all appropriate operating platforms with group & bespoke bookings as required.
• Assist with draft contractual agreements as required, working in tandem with the Operations Manager, Groups Coordinators, and the Groups Administrator.
• Complete all groups' & bespoke reports and regularly requested reports as required.
• Follow through on incident and accident reports and submit detailed documentation, including witness statements, within twenty-four (24) hours.
• Detailed information must be obtained from the tour operator whilst ensuring that constant and appropriate communication with the injured party is maintained.
• To identify unique offsite experiences offering bespoke experiences.
• To provide ongoing DMC training with the Resort contacts, IR Tour Desk Agents, and affiliates.
• Collaborate with the Operations Manager to develop and implement the introduction of Bespoke Experiences in the Eastern Caribbean
• Aid in drafting Standard Operating Procedures  (SOPs) for Bespoke Experiences
• Any other related duties as assigned.

Qualifications:

• A minimum of an Associate Degree in Business, Sales & Marketing, or related discipline.
• A minimum of 3 years' experience/knowledge in the related field.
• Should have advanced proficiency in Microsoft Word, Outlook, PowerPoint, and Excel.

Competencies:

• Ability to work independently without supervision. Thoroughness and an eye for detail.
• Ability for effective planning of events & activities and to deliver on logistics requirements. Initiative, judgment, and tact to interact with senior management & important business stakeholders, i.e. Suppliers, Meeting planners.
• Have excellent written and verbal communication skills. Ability to interact successfully with clients, guests, and staff. Ability to work in a multi-cultural environment and therefore, promote harmonious relationships (inter & intra departmentally).
• Must be professional, positive, open-minded, and energetic.
• Must be creative, self-motivated, and confident.
• Must be able to work flexible hours. Have excellent time management skills. Good analytical and presentation skills.
• Must be confidential.