General Manager - Journeys By Van Dyke

About Moment Travel Group & Journeys by Van Dyke

We are a dynamic team of entrepreneurs building the travel company of choice for North Americans, through a collection of distinctive brands that are leaders in their respective segments: Approach Tours, Incursion Voyages and Journeys by Van Dyke. Our people work out of our three offices located in Montreal, Quebec City and Cambridge.

Through our shared passion for international travel, we strive to constantly innovate and design world-class experiences for our guests in the most cost-effective and creative way possible. To continue building our platform and achieving our ambitious objectives, we are looking to recruit bar raisers.

About the Role

Reporting to the COO of the Moment Travel Group (MTG), as the General Manager for Journeys by Van Dyke (JVD), you will be responsible for overseeing the overall operations, growth, and profitability of the JVD brand. Your primary objective will be to deliver exceptional travel experiences, ensuring the highest level of customer satisfaction and loyalty. Your responsibilities will include:

Strategic Leadership:

• Set ambitious goals and targets and establish key performance indicators (KPIs) to measure the success of various business initiatives.
• Develop and implement a clear vision and strategy for the company, aligned with the needs and preferences of the premium senior Canadian traveler market
• Identify market trends, competitor analysis, and emerging opportunities to drive business growth and maintain a competitive edge.

Customer Experience:

• Address customer concerns and complaints promptly and professionally, seeking opportunities to exceed expectations and foster customer loyalty.
• Ensure exceptional customer service throughout the entire customer journey, from pre-booking to post-tour feedback and support.

Operations Management:

• Streamline processes, identify areas for improvement, and implement efficient systems to enhance operational effectiveness.
• Oversee all operational aspects of the business, including sales, marketing and tour operations.
• Collaborate with the operations team to ensure flawless execution of tours, maintaining high standards of quality, comfort, and safety for our travelers.

Team Management:

• Conduct regular performance evaluations and address any performance issues proactively.
• Provide strong leadership, mentorship, and guidance to a diverse team of professionals, fostering a collaborative and high-performance culture.
• Recruit, train, and develop staff, encouraging ongoing learning and professional growth.

Financial Management:

• Identify new revenue streams and business opportunities, such as partnerships, collaborations, or expansion into new markets.
• Develop and manage the annual budget, ensuring financial targets are met and profitability is maintained.

The First 90 Days

By the end of the first 90 days, the General Manager should have a solid understanding of the company, its operations, and the market landscape. They will have built relationships with key stakeholders, assessed the team and operational processes, and developed a strategic plan to drive the company forward.

Orientation and Onboarding – Gain a comprehensive understanding of the company's mission, vision, and values, while reviewing existing policies, procedures, operations manual, and familiarizing themselves with the company's tour itineraries, destinations, and customer segments.

Strategy Development – Develop a comprehensive strategic plan for the next fiscal year, aligned with the company's goals.

Relationship Building – Establish open lines of communication with all stakeholders (internal & external)

to build relationships and understand the needs of our team and travelers alike.

What We’re Looking For

This is a unique opportunity to lead procurement for a fast-growing travel company and to work alongside a dynamic and high-performance team. We live by a set of values that shape our work every day, and as such we are looking for someone who would be excited to embrace these values as they embark on a new, exciting chapter of their career. This role is right for you if you recognize yourself in our value statements:

1. EXCELLENCE: You strive for excellence by setting ambitious goals for yourself and working relentlessly to achieve them.
2. OWNERSHIP: You behave like an owner every day. You are hands-on without being prompted to be.
3. AGILITY: You thrive in an environment of change, you are resourceful, and you find a way to get to the answer, every time.
4. SERVICE: You go above and beyond to serve your colleagues, and you strive to make every customer interaction memorable.
5. CARE: You genuinely care about your work, your customers, your suppliers, and your colleagues.

What We Offer

An exciting and unique opportunity to own a P&L in a high caliber environment.

• The ability to travel onto your tours to ensure a unreasonable customer experience.
• A brand new, state of the art office in the heart of Old Montreal & a new office in the heart of Galt in Cambridge
• A competitive compensation including high-caliber bonus plan. with a market-leading comprehensive benefits plan and smart phone plan.

Your Qualifications

Education: Bachelor’s degree in business administration, hospitality management, or a related field. MBA or equivalent is a plus.

Experience: Proven management and leadership experience, with a sales and marketing focus

Language: Fluent in English (written, verbal) with French as an asset.

Nice-to-haves:

Proven experience (5+ years) in a senior management role within the travel industry, with a focus on premium group tours or luxury travel.

• In-depth knowledge of the Canadian travel market, particularly regarding senior travelers' preferences and expectations.
• Excellent customer-centric mindset, with a passion for delivering outstanding travel experiences.
• Proven ability to work in a fast-paced, dynamic environment, managing multiple priorities and meeting deadlines.
• Strong business acumen and strategic thinking abilities, with a track record of driving growth and achieving business objectives.
• Exceptional leadership skills, with the ability to inspire and motivate a team towards a shared vision.
• Solid financial management skills, including budgeting, forecasting, and P&L analysis.
• Outstanding communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.