Group Tour Manager

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as  emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 150,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Join CAA Niagara and experience the difference, with 100% employer paid benefits, robust pension plan, paid personal hours, volunteer hours!

The Travel Manager (Group Tours) is responsible for leading the Journeys by CAA Niagara team, specializing in group travel experiences, including day trips, multi-day excursions, and international tours. This role oversees a team of professionals who curate and sell unique travel experiences. The Group Tours Manager will focus on strategic growth opportunities, vendor negotiations, and operational excellence to solidify Journeys by CAA Niagara as a premier travel provider.

Strategic Leadership & Business Growth

• Lead, mentor, and empower direct reports team to achieve sales targets and operational excellence. Define key performance indicators (KPIs) for team members, providing clear expectations and accountability. Deliver performance evaluations, mid-year reviews, and ongoing feedback to support performance and professional development.

• Develop and execute strategies to enhance the reputation and growth of the group tours department.
• Identify new market opportunities, emerging travel trends, and innovative tour offerings to drive business expansion.
• Set and maintain revenue goals, preparing and managing the annual budget.
• Foster collaboration with other CAA departments and business lines, to maximize cross-departmental synergies.
• Strengthen partnerships with CAA Clubs, and other key stakeholders to enhance service offerings and business growth.

Tour Development & Operational Oversight

• Oversee the creation and execution of a diverse range of tours, ensuring a seamless one-stop-shop experience for members.
• Guide the team in designing multi-day tours annually, along with various day and extended international tours.
• Ensure all tour offerings maintain high occupancy rates and align with the organization’s return on investment goals.
• Collaborate with the travel team to develop exclusive, high-value itineraries tailored to customer interests.

Vendor & Contract Management

• Lead contract negotiations with transportation providers, accommodations, and tour vendors to optimize costs and service quality.
• Establish and maintain strong relationships with suppliers, ensuring favourable terms and long-term partnerships.
• Oversee contract renewals and compliance for external CAA Tour Directors and other contracted service providers.
• Continuously assess opportunities to improve vendor agreements and enhance the overall efficiency of tour operations.

Financial & Reporting Responsibilities

• Monitor financial performance, preparing monthly revenue estimates and reports for leadership.
• Ensure timely closure and reconciliation of tours, processing payments for coach providers and tour directors.
• Maintain accuracy in marketing and promotional materials, updating flyers and tour listings as required.
• Submit necessary financial documentation through designated reporting systems to ensure compliance and transparency.

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.

• Strong communication skills, with the ability to interact and connect with employees, peers and customers
• Proven ability to lead teams, drive business growth, and oversee complex travel logistics.
• Thrives in a collaborative environment, with a determination to find the best solution for the team
• Leads with CAA’s core values Teamwork, Service Excellence, Integrity, Respect & Inclusivity
• Results oriented with a strong customer-focused attitude

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• Post Secondary Education in Travel Tourism, Sales, Business, or related experience. 
• Minimum of 5 years of experience in group travel, tourism, or a related field, with at least 2 years in a leadership role.
• Strong background in travel product development, vendor negotiations, and revenue management.
• Experience with travel booking systems and an understanding of industry trends.

• In-Office working requirement, located within Niagara Region
• Ability to travel internationally, leading occasional group tour.
• Occasional requirement to attend/participate at events outside of the Niagara Region.
• Flexible working hours, particularly around tours and supporting the team and customers.

BONA FIDE OCCUPATIONAL REQUIREMENTS: Must be able to obtain and maintain Travel Industry Council of Ontario (TICO) certification and  First Aid-CPR. Travel Manager (CTM)  or other related certifications to complete aspects of job.

CAA Niagara is an equal-opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca 

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.