International Tour Program Manager Job Description
Location: Coeur d'Alene, Idaho
Adventure Unbound is part of the ROW Adventures Family of Companies, established in 1979. Our mission is Building Community through Travel, and we weave this into all we do. We directly operate many of our trips with our own guides and equipment, but also work with local partners in various destinations.
We are looking for someone who has a moderate to extensive resume of international travel, ideally to some of the places where we currently offer tours. You should have a passion as well as service to others. We are a guest-focused enterprise and delivering a high-standard of guest service is central to what we do. That said, we are not a luxury-oriented travel company, but rather look for destinations and experiences that connect our guests with local resources and people in a meaningful and purposeful way.
You should be a person that loves puzzles, attention to detail and building relationships. Someone who can create and implement systems that support the delivery of our life-enriching journeys through the execution of well-orchestrated logistics. You are a strong team player and enjoy collaboration but are also able to work independently. Please note this is a job that is about 80% in office and 20% travel. Travel would be for familiarization of current tours, occasional trade conferences and eventually for new trip development.
The ideal candidate will have worked within a similar organization in a management or administrative role, and the dynamics and nuances of international tours and group travel. You thrive in an office environment and are willing to be available to our guests and team for trip-related urgent matters or emergencies.
Description:
We want you to take the reins of our growing international travel company and fill a variety of roles. You will help steer the course of our existing trip portfolio including their operation and coordination. Once you have a full understanding of our current trips, then you would help us grow with new destinations and trip itineraries. You will be the primary liaison between our organization and suppliers, guides and other staff. In addition, in the early stages of this position (1-2 years) you will also assist in sales and guest communications. Eventually we envision that more of this would shift to sales staff. Operate, and maintain a portfolio of trips focused on our mission and standards of guest service.
- Organize and ensure that trips are accurately portrayed with all required information on our websites, including dates, pricing, accommodations, daily itinerary descriptions, and etc. In addition, maintain trip details within our custom CRM software “ROAM.”
- Manage logistics, reservations, and agreements with operators and/or vendors. This includes making decisions related to lodging, activities, meals, and transportation.
- Manage trip pricing and gross margins for programs and with a close eye to cost control
- Create and manage trip budgets and review invoices, expense reports and reconciliations. Provide information to the accounting department as needed.
- Monitor sales performance and trip inventory, acquiring or releasing dates as needed or internally addressing capacity strategy with our operations department.
- Assist Adventure Consultant (sales) staff as needed, especially in the beginning months of this position.
- Act as a problem-solver for guides, field staff, and operators when trips are in the field.
- Ensure guides and suppliers are prepared with pre-trip information. Assist in developing documents to assist guides in performing the tour.
- Responsible for quality control of trips by monitoring evaluations and trip logs, and presenting recommendations regarding trip modifications and improvements.
- Assess guide performance from trip evaluations and assign guides as appropriate.
- Serve as the destination expert for a portfolio of trips, including itinerary details and regional knowledge. Use this knowledge for trip sales in addition to operations.
- Provide content for marketing and communicate closely with the Sales and Marketing team.
- Work collaboratively with in-house Adventure Consultants regarding trip-specific details and differentiators to promote and market trips and to maximize reservations.
- Participate in the research and development of new trips, considering similar trips on the market and seeking ways to add value and/or improve new or existing tours.
- Travel on trips to learn about the destination and tour experience. We would envision about two trips per year, perhaps more depending on length, location, etc.
- Other responsibilities and opportunities as assigned.
Your Attributes
- Minimum of two years of work experience in an operations/logistics role is preferred, ideally within the tours and travel industry
- Extremely organized and detail-oriented
- Team player inspired by collaborative work
- An understanding of risk management
- Thrives on providing superb guest service and service to other team members.
- Excellent written and verbal communication skills
- Ability to prioritize and efficiently manage multiple tasks, and ability to adapt to new priorities and deadlines in a fast-paced and dynamic environment
- Self-starter who is able to work independently and manage your own time well
- A proven track record of learning and managing multiple software systems and basic computer skills
- Ability to stay current on latest industry standards and best practices
- Ability to travel for tour inspections and eventually, new trip development
- Travel and outdoor skills, knowledge, experience, and interest is bonus.
Compensation & Benefits
- Compensation: DOE
- Employment Term: Full time, non-exempt
- Schedule: Generally M-F, 8am-5pm PST with some nights and weekends required
- 401K retirement savings plan including employer match of 100% of first 3% deferred salary and 50% match of the next 2%
- Flexible spending account (medical & daycare)
- Medical insuranceavailable to family and friends per established guidelines.
- Other Perks: Travel opportunities, professional development opportunities, and access to pro deals
- Coeur d’Alene, Idaho Office: Located in the vibrant downtown just a five-minute walk to the lake and hiking
- Paid vacation & Sick pay
- Free or discounted tour space
Work Environment & Physical Demands:
This position is primarily in a clerical, office setting and this role routinely uses standard office equipment including, but not limited to computers and telephones, and may occasionally travel 1-2x a year on ROW / Adventure Unbound trips, retreats and/or training. Elements of the job duties may also require occasional operation of a motor vehicle.
The above statements are not intended to encompass all functions and qualifications of the position. Rather, they are intended to provide a general framework of the requirements of the position. Job incumbents may be required to perform other functions not specifically addressed in this description.
Conditions of Employment
Located at our Coeur d’Alene, Idaho headquarters.
The ROW Family of Companies is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, color, religion, creed, sex, sexual orientation, transgender status, gender identity, gender expression, pregnancy, marital status, national origin, ancestry, age, status as an officer or enlisted members of the military forces, veteran status, disability, genetic information or any other protected characteristic applicable under federal, state, and local laws. Applicants with a disability that need assistance applying for a position may contact jobs@rowadventures.com
Contact: Peter Grubb, Founder & President
Email: peter@rowadventures.com
Learn more at ROW Adventures * Sea Kayak Adventures *Adventure Unbound *Cuba Unbound
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