Job Description

Collette is seeking a Air Operations Supervisor to join our Air Team. This is a hybrid role based at our Headquarters in Pawtucket RI.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

Reporting to the Manager, Air Operations, this role is responsible for the supervision, administration, and work management of Retail Air Team. Collaborate with Management across departments, including Outside Sales, to generate retail revenue, maintain a healthy profit margin and provide optimum customer service in the retail channel. Exemplify strong time management skills with a focus on operational efficiencies and customer retention. Assume responsibility of first tier air emergency response on and off hours on a rotating basis.

Primary Functions:

• Supervise, train and develop direct subordinates.
• Hold all subordinates accountable in obtaining each of their strategic tactics.
• Evaluate performance for all subordinates and provide continuous coaching throughout the year.
• Compose and deliver year end assessments for all subordinates in adherence to company policy.
• Work closely with retail air staff and client care center to help resolve any guest issues.
• Review and follow up on assignments and resolve problems to provide quality customer service.
• Review customer responses from post-booking survey to determine trends and initiate measures to correct course. Ensure escalated responses are responded to in a timely manner.
• Assist with general administrative duties such as, but not limited to, scheduling work assignments, tracking productivity and comprehensive department training.
• Conduct thorough interviews with prospective candidates to assess their qualifications, skills, and cultural fit for the organization.
• Review air reservations that affect the productivity and proficiency of the department and improve guests’ satisfaction.
• Conduct training sessions to enhance performance and skill among the Retail Air Coordinators as determined by the Manager.
• Required to work flexible shifts, including some evenings and weekends, to accommodate air requirements and management needs.
• Prioritize workload and manage multiple priorities to meet expected deadlines.
• Ensure that all communication, as a representative of Collette, is professional, clear and adheres to policy.

Training:

• Responsible for assisting in training the air department staff, answering inquiries, and monitoring the goals and objectives of the department.
• Assist with weekly staff meetings to review contacts and enhance overall understanding of rates and carrier restrictions.
• Assist with cross-training key departments to enhance productivity and proficiency as they relate to air operations.
• Utilize Collette Connects to communication announcements, news stories and changes to the organization.

Knowledge and Skills:

• Bachelor's degree preferred and encouraged, including opportunities to obtain with approved assistance programs.
• Two years of experience desired, that is directly related to the duties and responsibilities specified.
• Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments.
• Ability to foster a cooperative work environment.
• Skill in customer service and fiscal management.
• Knowledge of GDS air systems, sales, operations, quality control procedures and reporting documentation requirements.
• Effective negotiation skills.
• Ability to communicate effectively, both orally and in writing.
• Employee development and performance management skills.
• Ability to make evaluative judgements.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to create, compose and edit written materials.
• Ability to develop, plan, and implement short and long-range goals.
• Ability to investigate and analyze information and to draw conclusions.
• Ability to plan and organize to optimize productivity of team.
• Ability to analyze and solve problems.
• Maintains assigned work area in safe and orderly condition in accordance with company standards.
• Comply with all company rules and regulations.
• Performs other related duties as assigned or directed.

Pay range: $43,000 - $58,000

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