Groups - Supervisor, Group Sales

Job summary

The Group Sales Supervisor is responsible for training, coaching, and motivating the sales team to achieve group sales targets while ensuring exceptional customer service. They will monitor performance, manage escalations, and collaborate with cross-functional teams to maintain high-quality service standards.

Job details

About Us: Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group’s own travel retail businesses SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose “passionate people making vacation dreams come true”. Group Sales Supervisor – Bilingual About Us Sunwing Vacations Group is home to North America’s largest vacation brands, including leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, as well as the growing U.S.-based tour operator Vacation Express and the Group’s travel retail businesses SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values - Entrepreneurial, Passionate, Innovative and Customer-Centric - and our teams work together to deliver our purpose: “passionate people making vacation dreams come true.” The Opportunity Under Sunwing Vacations, we are looking for a Bilingual Group Sales Supervisor to join the Group Sales Team. In this role, you will ensure employees are properly trained and motivated to deliver exceptional service while being accountable for achieving group sales targets through a customer-centric approach. Reporting to the Group Sales Manager, this position is based in Laval, Quebec. Schedule and Working Conditions Position: Permanent full-time Schedule: 35 hours per week, with the possibility of overtime based on business needs What You’ll Do Create and maintain a motivated, high-performing and highly customer-focused Group Sales Team. Provide ongoing training and coaching to Group Sales Representatives, Group Sales Agents and Group Sales Coordinators on processes, policies, customer service excellence and selling skills. Manage the performance of the Group Sales Team through regular monitoring of sales targets and feedback provided during team meetings and individual one-on-ones. Ensure individual targets are achieved and address performance issues through coaching and support. Provide structured performance management through regular and documented feedback to support employee development and success. Ensure calls, emails and other customer communication channels are responded to according to established service levels, both in terms of response time and quality. Ensure quality control of the team’s group bookings. Communicate key performance barriers to the Manager or Director, including pricing issues, competitor promotions and process-related concerns. Collaborate effectively with cross-functional teams. Handle and resolve escalated calls while providing coaching and support to Group Sales Agents and Representatives to minimize the number of escalations. Attend trade shows, conferences and other work-related events. Perform other duties as assigned. What You’ll Need Minimum 1 year of sales and customer service experience. Bilingual in French and English, with excellent verbal and written communication skills. Excellent interpersonal skills and the ability to develop strong working relationships with colleagues and peers. Strong negotiation and problem-solving abilities. Demonstrated initiative and a commitment to customer service excellence. Good working knowledge of Microsoft Office. Experience with TTS or other reservation systems is considered an asset. TICO/OPC* certification required. *TICO / OPC Certification TICO (Ontario) or OPC (Quebec) certification is considered an asset upon hiring. If you do not hold this certification, it will be required as part of your employment. Fees are associated with the examination and obtaining the certification. The company will cover the cost of the first examination attempt; subsequent attempts will be at the employee’s expense. What We Offer Hybrid work opportunities Great travel perks GoodLife corporate discount Comprehensive benefits package RRSP matching program Growth and development opportunities Free parking Open-concept, collaborative workspace Opportunity to give back through our social responsibility initiatives See for yourself! @sunwinglife We thank all who apply; however, only those who meet the qualifications will be contacted. We are proud to have a workforce made up of passionate people from diverse experiences and backgrounds. We are also committed to employment equity and fostering an inclusive and accessible environment. Diversity, Equity and Inclusion Diversity makes us EPIC. We strive to create a culture where everyone feels valued, included and supported. Violence and Harassment Prevention We have partnered with White Ribbon to support a survivor-centered and trauma-informed approach, with awareness and training programs across our divisions. Well-Being We promote initiatives that support employees in Being EPIC and Being Well, both personally and professionally. Learning and Development Our programs support skill development, personal leadership and leadership development across teams. Accommodation We will accommodate all applicants throughout the recruitment process. If you require accommodation to apply, please contact kmatar@sunwing.ca. We thank all who apply however only those who meet the qualifications will be contacted. Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams. We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email recruiting@sunwing.ca

What you’ll do

The Group Sales Supervisor is responsible for training, coaching, and motivating the sales team to achieve group sales targets while ensuring exceptional customer service. They will monitor performance, manage escalations, and collaborate with cross-functional teams to maintain high-quality service standards.

Requirements

Candidates must have at least one year of sales and customer service experience and be bilingual in French and English. A TICO or OPC certification is required, along with strong interpersonal, negotiation, and problem-solving skills.

Benefits

• Hybrid work opportunities • Travel perks • GoodLife corporate discount • Comprehensive benefits package • RRSP matching program • Growth and development opportunities • Free parking

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Training · Preferred
• interpersonal skills · Preferred
• Sales · Preferred
• Quality Control · Preferred
• Negotiation · Preferred
• Communication · Preferred
• Microsoft Office · Preferred
• Coaching · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Sales
• Customer service
• Team leadership
• Coaching
• Training
• Performance management
• Negotiation
• Problem-solving
• Bilingualism
• Microsoft Office
• Reservation systems
• Quality control
• Communication
• Interpersonal skills
• Employment Equity
• Customer Centricity
• Trauma Informed Approaches
• Bilingual (French/English)
• Multilingualism
• Customer Service
• Training And Development
• Customer Communications Management
• Performance Management
• Selling Techniques
• Leadership
• Innovation
• Interpersonal Communications
• Problem Solving
• Leadership Development
• Sales Management
• Trauma Care
• Quality Control
• Group Travel

Job areas

• Sales
• Customer Service & Support
• Management & Leadership
• Hospitality
• Group Supervisor
• Sales Supervisor (General)
• Shop Supervisors
• First-Line Supervisors of Non-Retail Sales Workers