Central America Operations Specialist

About UsG Adventures is the world’s largest small-group adventure travel company and we’ve been making epic travel memories happen on all seven continents for over 30 years.Our mission is simple: to change lives through travel. And not just our travelers’ either. Since day one, our tours have been built to establish meaningful relationships with local communities, directly benefiting the people and places we visit at every step of our tours.With the demand for travel coming back strong, we are set up and excited for this next chapter in our company’s story — and we’d love for you to be a part of it.Our DNA revolves around building, nurturing, and developing a diverse culture of people and a true sense of belonging, where everyone is encouraged to bring their authentic self to work each and every day. You’ll have the opportunity to grow your career, and yourself, alongside a passionate, talented, and welcoming community that works hard to spread goodness around the world.If all that sounds like your kind of thing, well, we can’t wait for you to join us.About the role:Reporting to the Regional Operations Manager for Central America, the Operations Specialist serves the needs of G Adventures customers - internal and external. Duties will include working with suppliers, the field staff and the Reservations team using efficient process and actioning any foreseeable problems. You will also need to communicate clearly and efficiently with travelers. Support for the Regional Operations Leadership team to ensure accuracy of product and flow of operations.What you’ll be doing:- Administrative support for the Global Sales and Base Camp Operations teams for information-gathering and logistics related to travelers before arrivals.- Assist in ensuring the G Adventures brand and other client brands are properly represented throughout the region.- Ensure trips are running as per our technical itineraries (create and update them when necessary)- Working with Regional Operations Leadership team and appropriate Stakeholders (Product ) to ensure product maintenance, audit and development/implementation of new product development.- Make sure all the pre-tour information needed by the travelers is ready.- Monitor the information in the Slack trip channels and make sure all necessary information is provided there.- Monitoring of incident reports as they come in, communicating with the Reservation and CEO Manager as necessary to determine if follow up is needed, and communicating with appropriate individuals to assist in issue resolution.- Coordinate with the Regional Operations Leadership team regarding last minute changes, and keep the CEO’s and providers informed.- Through a deep knowledge of the region, assist the reservation Team with solutions when new alternatives are needed to ensure a trip can run according to its itinerary.- Support the Customer Solutions team for on-tour and post-tour issues, investigating, collaborating and communicating with the stakeholders to manage situations as effectively as possible and bring them to resolution.- Assist with validations to facilitate vendor reservations in coordination with the reservations team. This includes on-tour and post tour changes where modifications to the system are needed so that invoices match the system when received. Assessment and communication of cancellation fees to Base Camp Ops, might require negotiation with suppliers at times.- Review daily evaluations and share feedback with necessary stakeholders such as hoteles, transport and activities providers.- In case of Emergency, you might be required to assist outside of regular work hours.- To contribute to G Adventures performance by displaying a positive, enthusiastic attitude and showing support and involvement in G Adventures initiatives and activitiesAdditionally, this role will include the following reservation functions that will currently not be performed by the Latam Reservation Team:- Quote, within 24h of reception, itineraries for FITs requests (Enhance requests only - Duplicate will be booked by Reservation). Give advice on the best possible itinerary for clients.- Book services for all groups and individual travelers (hotel, transportation, tours) within 48 hours after clients’ confirmation. Ensure to send on time all information required for operators.- Creation of the Trip Slack Channels involving all necessary stakeholders to share all relevant information about the trip.- Coordinate with the CEO Manager the assignment, when needed, of CEOs accordingly.- Keep constant communication with the ROM regarding any issue with reservations or quoting.Desired Skills and ExperienceMust Have:- Computer skills- Highly proficient in English both written and spoken- 3+ years experience in the travel industry- Able to work on a Tuesday to Saturday work schedule- Familiarity with Regional Geography- Excellent Customer Service and Listening Skills- Problem Solving/Complaint Resolution- De