Careers

The Customer Service Representative who is fluently bilingual (English and French or Spanish or any other required language) is responsible for supporting the Travel Operations division.

Job Description

• Answer a toll-free line that is dedicated to our preferred language speaking clients.
• Correspond with all clients by Email and Telephone in preferred language to schedule travel services, travel confirmations and any other customer service-related requirements.
• Research and compile hotels, venues, activities, restaurants, and décor for the Travel Operations division.
• Contact suppliers for additional information.
• Proofread all documents and printed materials.
• Translate when required (written and verbal).
• Assist other employees with group programs as required.
• Help with travel documents, materials for onsite and client packages.
• Set up travel binder for onsite manager.
• Travel with the client to their destination, especially when preferred language guests will require translation.
• File any documents and correspondence.
• Schedule site inspection appointments.

Qualifications

• Office Administration certificate and/or as approved by the Chief Executive Officer.
• Excellent working knowledge of Microsoft Office software (Excel, Word and Outlook) and all office machines.
• Must be very organized, customer service oriented and able to prioritize effectively to meet set schedules and timelines. 
• Experience working as a travel consultant and/or other event coordination would be an asset but is not a requirement.

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The Director of Travel Operations is responsible for upholding the standards and policies established by Cascadia Motivation for client incentive travel, meetings, and conference programs from inception to completion. This role entails a detailed review of all client programs as set out by the Travel Operations Managers and involves direct communication with the Chief Executive Officer, Travel Operations, Travel Operations Managers, and Graphic Designers.

Job Description:

• Oversee the management and coordination of all activities as required and requested by the Travel Operations Managers.
• Maintain and manage the profitability of each client program.
• Review and interpret contracts from suppliers of air, hotel, ground, etc.
• Review all the costings for each client program at weekly intervals.
• Coordinate with the CFO and Accounting, Administrator in the accounting reconciliation of client programs.
• Act as liaison between Travel Operations Manager and client as required.
• Provide activity reports to the Vice President, Travel Operations.
• Responsible for hiring and maintaining a high caliber of skilled employees as applicable to travel operations.
• Establish guidelines and implement policies related to incentive travel, meetings and conventions and client requirements.
• Evaluate the performance of the Travel Operations Managers as required.
• Provide information on destination, promotions, and creative aspects of travel programs as required.
• Coordinate and implement program policies and procedures as directed by the Vice President, Travel Operations.

Preferred Qualifications

• 5 years’ experience in a senior management position and/or business administration program graduate and/or equivalent experience and/or as approved by the Chief Executive Officer.
• Thorough knowledge of Microsoft Office software (Excel, Word and Outlook).
• Extensive knowledge of travel policies and procedures as established by a diverse group of suppliers.
• Excellent verbal and written communication skills; must be organized and able to prioritize duties.

The Director of Travel Services is responsible for overseeing all activities related to air travel for all programs, including managing deviations.

Job Description

• Attend Transition meetings, pre-cons, post-cons, and other meetings as required.
• Block air seats based on group requirements as discussed during the transition meeting, with the Travel Operations Manager providing the group block request.
• When blocking new seats, compare against the budget and ensure seat numbers are assigned. Review the itinerary and costs with the Travel Operations Manager, Director of Travel Operations, and Chief Executive Officer.
• Issue airline tickets from the group block.
• Coordinate participant extension and deviation requests, including but not limited to, extending flights dates, extra hotel nights, car rentals, etc.
• Invoice participants for deviation requests (non-group related activities). 
• Monitor files for schedule changes and queue for reissuing if needed.
• Check passenger confirmations to prepare for Travel Operations Manager to package documents.
• Review seat assignments and reassign participants and companions to be seated side by side.
• Monitor flights as participants travel, ensuring passengers do not miss connections.  Provide appropriate assistance if they are misconnecting.
• Prepare payment schedules to assist Accounting with cash flow. 
• Invoice group participants for non-group related activities.
• Reconcile programs after group travel to prepare for final invoicing and post-cost analysis.
• Assist the Planning Department with researching proposed destinations. Including pricing, routings, flight times, aircraft sizes and calculating travel time.

Preferred Qualifications

• Office Administration certificate and/or experience working as a travel consultant and/or other co-ordination and/or as approved by the Chief Executive Officer.
• Excellent working knowledge of the Microsoft Office software (Excel, Word and Outlook) and all office machines. 
• Must be organized, customer service oriented and able to prioritize effectively to meet set schedules and timelines. 
• Knowledge and Experience in Sabre, FileMaker and Trams, would be an asset.

The On-Site Manager travels with groups to various destinations around the world. This role is responsible for ensuring the on-site success of the program by coordinating and setting up destination events and services properly. The On-Site Manager monitors and assists participants as required, adhering to the standards, policies, and procedures established by Cascadia Motivation.

Job Description

• Build a relationship of trust and confidence with the client and participants on the trip.
• Assist participants in any area pertaining to the program as required.
• Be familiar with various customs and regulations applicable to travel in a variety of worldwide destinations.
• Liaise with the transportation companies, hotels, speakers, A/V, entertainment, airlines, décor suppliers and other destination services/activities to ensure they are orchestrated in a timely and professional manner.
• Assist participants with any difficulties related to their travel, hotel, food and beverage and meeting requirements as they arise.
• Solicit feedback from the participants on the success of the trip.
• Stay one step ahead for activities outside our control (e.g., weather, strikes, traffic, construction, etc.)
• Identify and prevent possible hazards that may compromise the outcome of an event.
• Assist with medical situations as they arise.
• Familiarize with Program App, PhoneTrac, Maple (online Doctor) and any other applicable apps for the given program. 
• Ensure the logistics of mass movements and transportation work as planned and adjust accordingly.
• Crosscheck all printed material (e.g., name tags, activity passes, invitations, etc.) 
• Verify that all printed material is accurate and ready before distribution.
• Send a daily report about the program to Chief Executive Officer, Travel Operations Manager and Director of Business Development.

Preferred Qualifications

• 5 years’ experience in the group incentive travel industry with strong references from previous employer and clients and/or as approved by the Chief Executive Officer.
• Previous travel groups to destinations such as Cuba, Mexico, Costa Rica, Puerto Rico, South America, Europe, Asia, South Pacific, Caribbean, cruise lines. 
• Extensive experience working with the Public. 
• Additional languages (French and Spanish) are an asset. 
• Ability to be lead a staff of 5 - 10 people on site, managing groups of 50 - 1,000 people. 
• Must be customer service orientated and be able to travel to any destination in the world for extended periods of time. 
• Must be an initiator, detail oriented and resourceful. 
• Excellent working knowledge of Microsoft Office software (Excel, Word and Outlook).
• Emergency First Aid Certification is required when travelling with clients.
   

The Travel Operations Manager is responsible for ensuring that all customer service policies and procedures are established and met to support Cascadia Motivation and our clients mutually agreed upon travel, meeting, and conference programs. This role has the authority to oversee and implement these policies and procedures effectively.

Job Description

• Negotiate and contract hotel group rates and airfare rates.
• Research new destinations and amenities as required.
• Coordinate, manage, negotiate, and contract off-site events and/or activities for groups.
• Coordinate, manage, negotiate, and contract rates for food & beverage, theme parties, meetings, and conventions for groups at the selected destination.
• Plan and coordinate meeting logistics, audio visual requirements, lighting, décor, etc. at the selected destination.
• Coordinate and manage arrivals and departures for groups.
• Coordinate, negotiate and contract Destination Management Company services as required.
• Coordinate and manage hotel check-in/out procedures, room allocations, and special client requests for groups.
• Manage and follow-up of group registrations for programs.
• Assist other team members with group programs as required.
• Manage and coordinate group insurance as required, providing a link to a third-party provider.
• Package and ship ticket wallets with all pertinent and time sensitive information.
• Diarize and process payment requests for all aspects of group program with finance department.
• Invoice group participants for non-group-related activities.
• Coordinate and manage extensions and deviations for group participants at the selected destination as required.
• Record, manage, and account for group expenses.
• Maintain group profitability including pre-cost and post-cost analysis.
• Organize and set up of the travel binder for the On-Site Manager.
• Oversee and assist with the Creative department for promotions, as required.
• Correspond with the client in a timely and professional manner via phone, email, or fax.
• Travel with the group to the selected destination as required.
• Travel with clients for site inspections as required.
• Hold and operate pre/post-conference meetings.
• Create and send surveys (e.g., Survey Monkey) to program participants to solicit feedback.
• Oversee, support, assist with travel materials (e.g. booklets, apps).
• Manage supplier payment schedules.
• The Accounting department will be responsible for invoicing, tracking payments and following up with clients on payments due or past due payments.  Accounting may ask Travel Operations Managers to collaborate efforts to assist, but only if required.
• Create and manage the Creative Production & Pricing Schedule with the assigned Graphic Designer.

Preferred Qualifications

• Office Administration certificate and/or experience working as a travel consultant and/or other event coordination and/or as approved by the Chief Executive Officer.
• Excellent working knowledge of Microsoft Office software (Excel, Word and Outlook) and all office machines.
• Must be very organized, customer service oriented and able to prioritize effectively to meet set schedules and timelines. 
• Knowledge and Experience in Sabre, FileMaker and Trams, would be an asset. 
• CMP and CMM Designations once qualified are required and preferred. 
• Emergency First Aid Certification is required when travelling with clients.