Supervisor, Training and Development

WHO WE ARE

Lindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 21 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.

ROLE SUMMARY

Our reservations – or Expedition Specialist - team are the off-ship “face” of the company. And with many of our guests booking expeditions, 9, 12, 18 or even 24 months in advance, they are who our guests and travel partners develop relationships with and who set the tone for a Lindblad-National Geographic experience. The Supervisor of Training and Development plays a key role on the Reservations team as the trainer and coach to Expedition Specialists, providing guidance, support, training, and motivation on a daily basis to help our Expedition Specialists exceed sales goals.

This position requires a self-motivated individual with strong time management skills and an ability to prioritize, along with excellent communication and customer service skills. The ideal candidate will also have a strong ability to multi-task and a passion for travel. In order to provide the appropriate curriculum to the new hires and ongoing training to the Expedition Specialist teams, the Supervisor, Training and Development will need to become an expert in our reservations systems and processes as well as our products. To assist in this, Lindblad sends employees out on Voyage of Discovery trips, during which they travel as guests on our various Expeditions around the world. This ensures team members have first-hand knowledge of the product and can speak intimately about the experience. The ideal candidate must be team-oriented, as the position requires interaction with various partners, including the Inventory Control Manager, Operations, and Sales & Marketing.

• Develop and maintain training manuals and training materials that have accurate and up to date information.
• Create training effectiveness assessments for each section of training.
• Assist with recruiting, hiring, and onboarding new hires.
• Formulate a Quality Assurance system in conjunction with Reservations Managers to allow for effective coaching opportunities.
• Develop and maintain strong relationships with internal partners to effectively support operational processes.
• Use QA results, post voyage survey results and guest relations to identify trends in contact center performance and provide remediation plans.
• Be the lead liaison between ES’s and Expedition, Land and Program managers.
• Work with Marketing and Revenue to launch new promotions, expeditions and any new areas that need to be supported by the frontline.
• Conduct regular meetings with senior management to identify subjects to be addressed or areas in need of additional instruction.
• When needed, assist on special projects with other members of Reservations team, including Reservations Systems Manager and Inventory Control Manager

OUR BENEFITS

• Travel benefits for employees and their family 

• Health insurance including Medical, Dental, Vision  

• 401(k) plan with employer match  

• Long-Term Disability, Life & AD&D Insurance

• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care  

• Pre-Tax Commuter Benefit  

• 7-8 Paid Holidays

• 2-3 Floating Holiday Options (pro-rated per start date)

• Up to 15 days of vacation (pro-rated per anniversary year)

• Parental Leave

• Sick/personal days per city & state ordinance

• Pet Insurance discount

COMMUNICATION SKILLS 

Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos.   Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor. 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is frequently required to sit, talk and hear.  The employee will also be required to write and type.  The employee is occasionally required to stand, walk, and reach with hands and arms.  

COMPENSATION STATEMENT

Lindblad Expeditions determines the pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living.

For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. An employee/candidate with a stronger skill set will receive higher pay.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

At Lindblad Expeditions, we simply could not do our work without the diverse kaleidoscope of humanity that creates and delivers our remarkable offerings across the planet. As a Company that respects and celebrates the inherent diversity in the places we explore, we recognize the need to mirror that same diversity and all the interconnected perspectives within our organization. We are committed to building a community of different genders, races, ages, sexual orientations, chosen identities, and countries of origin where every person brings their whole self to work and whose skills, talents, and abilities are valued. We believe we can explore further and in a more meaningful way by actively creating a more diverse and inclusive organization where everyone feels they belong.

Lindblad Expeditions is an equal opportunity employer. Individuals seeking employment at Lindblad Expeditions are considered without regard to race, sex, color, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status, or veteran status.

Salary : $75,000 - $80,000