Heather Burton Email and Phone Number

Co-ordinate day-to-day station operations with internal and external partnersLead decisions in regards to guest requests/issues, achieving exceptional guest satisfaction and representation of the RM brand.Managing and building a station team that ensures a high level of engagement, providing a forum for ideas and discussion on areas of efficiency, improvement and implementation, as appropriate.Recruit, train, coach, and mentor team members to ensure operating and guest excellence standards are met. Provide ongoing training and coaching of team members, including cross training to ensure continuity and consistency of operations.Create, update, and ensure team compliance with Standard Operating Procedures. Support the achievement of KPIs, Dashboard and Net Promoter Score targets.Identify seasonal staffing requirements ensuring appropriate staffing levels are maintained within challenging shift requirements, schedules, seasonal turnover, and budget guidelines.Maintain time and payroll records and respond to questions from staff concerning payroll, Human Resources, and related employment inquiries.Ensure station expenditures are in line with station budgets and RM policies.Lead the development and execution of station response plans during an irregular operation or emergency.Adhere to RM’s safety and security standards so that safety hazards and concerns are mitigated/reduced for RM guests, team members, and partners.Respond to first aid and medical emergencies involving guests and team members in a professional and calm manner.Support Onboard management during medical emergencies when required.

Oversees daily operations of the contact centre, including reservations for 8 attractions, 10 hotels, sightseeing and express shuttles.Oversees daily operations of the contact centre, including reservations for8 attractions, 10 hotels, sightseeing and express shuttles.Manages up to 25 agents, both remote and in-office.Handles guest grievances in an efficient and time sensitive manner benefitting Pursuit standards.Generates and maintains information for internal distribution, product knowledge, SOP's and system clarification including building promo codes, testing, and executing new products.Oversees and develops training programs, mentoring, and coaching new Agents.Acts as a key resource for company policies/procedures, product knowledge and system use.Developed a reward and recognition program specific to the reservations team goals, performance and KPI’s.Fosters a positive and supportive culture that is transparent and encourages open and honest communications with all team members.Manages scheduling and payroll for the reservations team.Recruits and onboards all year-round and seasonal employees.Creates and maintains strong business relationships with key internal stakeholders and contributes to weekly sales meetings.Supports Central Reservations leadership, marketing, revenue maximization and operations in furthering company wide objectives.

Co-ordinating flights, land transportation, hotels and tours based on theclient’s budget, travel style and needs.Utilizing the latest travel deals, offers and sales to upsell differentproducts to enhance the client’s overall experience.Liaising with local reps to create contracts for the store, such as meetingwith them and having local training sessions.Grow client relationships and trust to ensure they return for their next trip.