Operations Manager

He/She is responsible for the management, execution, reporting, accounting, and department standards for the Private & Bespoke Collections, Journeys, Villa & Groups product categories of Island Routes Caribbean Adventures.

Operations Manager (Groups & Private Experiences)

The individual will be expected to manage the Logistics Department, Coordinators, and Client Services teams of the Groups Department and the Private & Bespoke Collections and ensure collaboration with key internal business units necessary to guarantee the delivery of all assignments. This includes daily management of business processes, manning, standards, supplier delivery, and the monitoring of changes which might impact the outcome of all projects and customer experiences. 

To plan for the future development of new product categories for the growing sectors of the business and anticipate market opportunities as well as emerging trends and experiences within our operating markets. The manager will be responsible for the build-out and launch of new product categories as needed by the business. He/She will be required to ensure and be responsible that all executed activities are delivered as promised, and that the itinerary or program implementation delivers the highest quality results, that delivers more than promised, and that all customer service concerns are managed during the implementation and corrected forthwith.

Core Responsibilities:

Groups

           Operational Planning, Logistics Management & Execution

• Lead the operational planning and execution of group events, including meetings, conferences, incentives, and special events.
• Coordinate with internal departments, vendors, and third-party suppliers to ensure seamless execution of all logistics.
• Arrange meetings, tours, transportation, accommodations, catering, venue setup, and audiovisual requirements.
• Develop detailed event timelines, production schedules, and contingency plans to mitigate risks and ensure the successful delivery of each event.
• Manage and monitor the production flow of Groups executions, ensuring all components of the experience are completed by each stakeholder to the agreed upon standards.

          Client Relationship Management

• Provide oversight of the coordinators as the primary point of contact for clients throughout the planning and execution process.
• Build strong relationships and provide exceptional customer service.
• Proactively address any concerns or issues raised by clients, providing timely and effective solutions to ensure their satisfaction and loyalty.
• Cultivate and maintain relationships with corporate clients, Travel Planners, event planners and other partners to generate business opportunities.
• Prepare & present sales proposals, negotiate contracts, and close deals to meet or exceed sales targets.

Private Experiences:

Manage a Logistics Team to effectively support the sales funnel process, pre-travel planning and in-destination execution of Private & Bespoke Collections experiences:

• Support the Travel Concierge in the sales funnel process with customized pricing, vendor options and custom concept proposals for Bespoke Experience requests.
• Manage the pre-travel planning and logistics of all booked Private & Bespoke Experiences with a team of Logistics Coordinators:
• Ensure clear communication & booking of internal assets; Owned & Operated Assets, Transportation Services, Tour Leaders, etc.
• Confirmation of external vendor services.
• Completion of administrative tasks including cost breakdowns, petty cash requests, operational item ordering, tour information sheets etc.
• Manage and monitor the production flow of Private & Bespoke experience executions, ensuring all components of the experience are completed by each stakeholder to the agreed upon standards.
• Oversight of the client relationship management to secure implementation and delivery of services to:
• Ensure that guests-facing communications and service experience meet the quality and standards expected for this level of clientele.
• Manage and monitor the appropriate use of business processes and internal department systems throughout each phase of the guest experience.
• Maintain professional relationships with all stakeholders, external vendors, and partners.
• Meet sales targets as detailed by leadership. Follow reporting structures and ensure all deadlines are met
• Collaborate with the Guide Program and Product teams to continually source, develop, build, and roll out appropriate products suitable for the Groups, Private & Bespoke Collections & Journeys.
• Provide support, guidelines, and standards in the build-out of products across their region.

           Standards & Reporting

• Ensure seamless, tracked communication with the Travel Concierge by all Groups and Private & Bespoke team members regarding any leads being worked.
• Utilize the pre-travel planning tools to effectively manage each guest booking prior to travel.
• Oversee coordinated marketing communications efforts with booked guests prior to departure.
• Use of reporting tools to generate weekly/monthly reporting of lead conversion.
• Support full utilization of Resmark System to track all bookings and payments.
• Conduct operational reviews with the VP, Sales to identify operational goals, core USPs, and Way Forward initiatives to be incorporated into business strategies.
• Manage the development, training, implementation, and consistent review of product standards across the Groups, Private & Bespoke Collections & Journeys division.
• Conduct departmental meetings and relevant operational meetings.
• Ensure appropriate systems are in place to effectively evaluate various activities relative to the department’s goals and objectives and report on progress as needed.
• Provide weekly/monthly and project status report updates to the VP, Groups & Private Experiences and the Executive Team as required.
• Manage and maintain weekly/monthly and annual budgets and sales targets as agreed upon with the VP Sales.
• Manage all costs to ensure efficiency and value for money is achieved.
• Conduct periodical site inspections of products to ensure they meet the rigorous checklist of standards Island Routes expects of their partners.

            Team Leadership & Development

• The Manager will lead and mentor a team of operations coordinators, solution-oriented support staff.
• The Leadership will create a collaborative work environment where each team member can thrive and perform at their best.
• Guidance, Training, and Support: - Provide guidance, training, and support to team members.
• Ensure appropriate training to enhance their skills and capabilities in event planning, logistics management, and customer service.
• By investing in their development, the Manager ensures that the team is well-equipped to manage their responsibilities effectively.
• Delegate tasks and responsibilities effectively.
• Ensure that each team member understands their role and contributes to the overall success of the department.
• Any other duties as assigned.

Job Requirements:

• Highly proficient in the functional areas, demonstrating expertise and knowledge relevant to Group and Private & Bespoke event and itinerary planning and execution.
• Comfortable managing a challenging workload, utilizing project and logistics management expertise.
• Excellent organizational and time management skills, prioritizing effectively in accordance with deadlines and expectations.
• Experience managing a team of individuals.
• Leading and motivating team members to embody the brand’s ethics and standards in their daily tasks and duties.
• Strong analytical, technical, and critical thinking skills.
• Provide insight as well as recommendations based on data and analysis.
• Excellent people skills and successful experience dealing with a diverse range of people in a service-oriented environment.
• Advanced relationship management skills.
• Establish credibility with key senior internal and external contacts and partners.
• Demonstrate initiative, judgement, and tact to interact appropriately with senior management, guests, and partners in both formal and informal engagements.
• Excellent oral and written communication skills in both formal and informal situations
• Ensure efficient, positive and appropriate communications.
• Ability to work as a collaborator in a multi-cultural environment.
• Promoting, forging, and maintaining harmonious inter & intra department relationships.
• Ability to work independently without supervision and manage own workload.   
• Strong commitment to quality in the product and service being provided.
• High level of professionalism, integrity, and proactivity.
• Must be creative, initiative-taking, confident, and open-minded.
• Must be confidential with company information and ongoing business development.
• Able to work flexible hours when needed.

Qualifications:

• A minimum of a First Degree in Business or related discipline.
• A minimum of 3 years’ experience/knowledge in or related field.
• 1-3+ years’ experience in a management position.
• Should have advanced proficiency in Microsoft Word, Outlook, PowerPoint, and Excel.

 Please Note: Only Shortlisted Candidates Will Be Contacted. Thank you for your application.