Lifestyle Reservations Consultant

  • Toronto, ON, Canada
  • Employees can work remotely
  • Full-time

Company Description

Founded in 2017, TripArc is a privately held software company that powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network of suppliers enables our clients seamless real time access to a comprehensive range of travel options and services globally with over $750 million worth of transactions managed through our platform annually - all at the industry’s best rates for travelers and rates of return for travel advisors and tour operators.

Our industry leading platforms address the current challenges the travel industry is facing because of the pandemic and offers solutions in technology, purchasing, finance and marketing.  We deliver solutions to travel professionals in the most effective way possible based on our deep experience with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – we have real insight into the needs of tour operators and travel agencies today.

TripArc’s goals are simple. To make our distribution network of over 1400 travel entities and our network of suppliers and agents more profitable, efficient and help them create truly unique travel for their clients.  The travel industry was impacted by the pandemic, but as leaders in the industry, our turnaround has been significant and is gaining momentum. With the pent-up demand we are already seeing, we are here to help our clients make the most of it. 

Job Description

As an integral member of the Trip-Arc Operations Team, the Lifestyle Consultant ensures that the Trip-Arc standards for service excellence are maintained throughout the quoting and booking life cycle. You will coordinate hard to get tickets, once in a lifetime experiences, luxurious amenities and Michelin starred dining experiences for our clients.

As a Lifestyle Consultant, you are dedicated to delivering an exceptional and discerning service, connecting the most prestigious brands to these sophisticated clients.  As an early team member, you will actively participate in the development of and in the ongoing mentorship and training of new team members. A role that will have regular interaction with many stakeholders (sales team, suppliers, and clients) by phone and email, the successful candidate is highly detailed, an exceptional problem solver, can remain calm under pressure, is a polished communicator and understands the importance of delivering superior customer service.

Responsibilities:

  • Primary liaison between Kensington Tours and Travel Edge and our supplier partners to complete client reservation requests for services such as private car hire, tickets to a sold-out show, hotel suite upgrades and reservations at exclusive restaurants
  • Provide accurate reservation information for each enquiry in compliance with Service Level Agreement.
  • Process reservations that require direct communication with the service provider through both email and telephone.
  • Update reservations in proprietary booking system with supplier confirmations and arrange for payment.
  • Review current reservations for missing information, errors (Quality Control) and payment information on file.
  • Maintain accurate and detailed tracking and reporting documents with each reservation.
  • Make outbound calls to suppliers to obtain missing file information and ensure accurate reservations.
  • Create and action Virtual Credit Card payments, arrange wire transfers and other payment arrangements as necessary.
  • Be trusted in handling sensitive company financial information.
  • Provide mentorship and training to new team members when requested.
  • Provide insights and recommendations for improvements to work-flows and processes.
  • Develop and maintain proficiency with the proprietary booking system.
  • Provide problem solving expertise and superior customer service in emergency situations taking immediate action to contact necessary parties, propose operational changes, assist the client, and diffuse the situation.
  • Other client touch points, incident support when and where required.
  • Ad hoc projects as assigned.

Qualifications

  • Excellent organization and time management skills with the ability to take on additional projects when required.
  • A can do, self-starting attitude.
  • Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically, and professionally always.
  • Ability to master internal department processes, procedures, and systems.
  • Experience in a Customer Service or Travel Operations role would be an asset.
  • Exceptional customer service orientation. Exhibits service excellence in all interactions with internal and external customers.
  • Background in customer service, personal assistance, luxury travel and leisure, restaurant, or nightlife industries.
  • Demonstrated experience with critical incident management or providing emergency operational support an asset.
  • Demonstrated experience with issue resolution with the ability to make decisions quickly and confidently.
  • Proven critical thinking and problem-solving skills.
  • Superior attention to detail – experience with Quality Control/Data Management an advantage.
  • High degree of resourcefulness, flexibility, and adaptability.
  • Ability to thrive in a fast paced, high performance culture.
  • Ability to provide after-hours support on a rotational basis.
  • A positive, engaged, and collaborative team player.

Additional Information

Cultural Fit  

  • Thrives working in a technology and KPI driven organization
  • Able to thrive in an entrepreneurial environment
  • Highly functional in a fast paced, constantly changing workplace - building plans through iterations from learning on what’s working and not working
  • Ability to build trust and work through conflict both upwards and downward

We know that our success is dependent on the people who join our team, which is why we recruit the best. Our team is made up of owners; people who are smart, low ego, and who are accountable for their results.  We all play a part in the success of the company and are proud of what we do. 

We thank all candidates for their interest however only those selected for an interview will be contacted. Successful candidates will receive communications from the Navigatr Talent Acquisition team, our exclusive recruitment partner.

TripArc is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.