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Manager of Small Group Travel, Experience Collection

  • Department:
    Journeys/Experience Collection
  • Status:
  • Reports to:
    Senior Vice President, Experience Collection
  • Location:
    Denver, CO


As a key leader in the Experiential Collection Team, the Experience Collection Small Group Travel Manager is responsible for planning, developing, and delivering itineraries & experiences for Exclusive Resorts’ Group Travel Collection:

  • Once in a Lifetime (OIAL): Luxury, small group Journeys for Club Members.  On average, group size 16-20 pax with departures that run 4-6x a year.  When chartering a ship, we use the entire ship which can be up to 225 cabins.  Team runs 8-10 different itineraries annually.
  • European Villas: Supplemental Club inventory in Europe from May-Oct that include Local Hosting and daily breakfast in residence.
  • Member Events:  Long weekend events, often around sporting events.  Group size average is 16-20 pax
  • Requires travel domestically and/or internationally ~20% of year to scout and host Member Group Trips.


(This includes but is not limited to):

New Once in a Lifetime (OIAL) Journeys, European Villa experiences and Events:

  • Researches and maintains a growing knowledge of industry products, innovations, destinations, and suppliers/DMC
  • Assist in the development of new OIAL trips, European Villa experiences and Events by brainstorming new ideas, researching the ideas, creating PowerPoint to present
  • Conduct site inspections (mostly international travel) with partners for Once in a Lifetime (OIAL) Journeys, European Villa experiences and Events to finalize Member itineraries.
  • Work with Finance to establish a budget.
    -Prices Journeys & Experiences in collaboration with Finance team, ensuring that margin targets are achieved, while also maximizing value for Members
    -Responsible for negotiating contracts, and working with the Legal department to ensure partner/vendor agreements are kept up to date
  • Work with legal and partners to develop contracts for new Once in a Lifetime (OIAL) Journeys, European Villa experiences and Events
  • Work with Marketing to develop and review collateral for Member Communications
  • Prepare and review information for the Member facing website, public website, Journey Guides and Trip Planners that are accurate and stay up to date
  • Ensure team/company goals are met including Trip Satisfaction scores and trip margins for budget
  • Attends & represents Exclusive Resorts at travel industry conferences
  • Assist Sales Team and Ambassador Team, as requested, with program and trip questions
  • Researches and resolves customer service issues appropriately – addresses, troubleshoots and resolves Members concerns, when required

Execution of group Once in a Lifetime (OIAL) Journeys, European Villa experiences and Events:

  • Collaborate with Trip Leads weekly on manifest and timeline requirements (each OIAL/Villa/Event has a Trip Lead on each trip to assist Manager)
  • Become an expert on and manage Once in a Lifetime (OIAL) Journeys, European Villa experiences and Events
    -Actively manage the budgets for these experiences
    -Weekly management of the tour operator/partner relations for these experiences
    -Work with the OIAL Operations Coordinator and accounting to ensure billing is done promptly and accurately
    -Draft Member-facing communication to deliver important trip information
  • Host 1st Member trip of the given set of departures (mostly international travel) – this could include 1-3 trips annually
  • Respond to all Post Trip surveys

General Support:

  • Attend weekly Team and Company meeting(s)
  • Oversee the creation of all travel binders (site trip, executive and Member trip)
  • Oversee vendor payments
  • Oversee development of experience webinars
  • Be in the Denver Office two full days a week
  • Travel ~20% of the year, able to travel on international trips 10-14 days at a time

Billing Support:

  • Experience billing: Manage billing for the experiences, including maintaining an accurate spreadsheet, notifying accounting of upcoming billings, working with Ambassador Trip Lead to handle cancellations and refunds
  • Vendor payments: Manage payment requests and vendor payments for all OIAL trips and European Villa Experiences. Set billing reminders in the OIAL calendar and process payment requests, as needed
  • Attend monthly budgeting meetings and understand the payments that have been made and the ones that are approaching


  • 5-10 years of group travel planning experience.
  • Bachelor’s degree; or equivalent combination of education and experience
  • A background in event management, high-end customer service, hospitality and/or travel related industry
  • Has network of DMC and suppliers in the luxury travel industry
  • Ability to travel domestically and/or internationally ~20% of year
  • Excellent and polished verbal and written communication skills and professional demeanor while facilitating conflict resolution
  • Experience interacting with sophisticated travelers and affluent clientele
  • Strong computer proficiency and telephone skills
  • Attention to detail, organization and efficiency
  • The ability to multi-task and work within an ever-changing environment
  • Ability to take a proactive approach to managing trips
  • The ability to handle other duties as assigned, or as the business needs change
  • Must be able to learn quickly and adapt to changing circumstances
  • Proficient in Microsoft Outlook, Word, Power Point and Excel (particularly good excel skills to work on budgets and Word skill include Mail Merge)
  • Proficiency in Salesforce and SharePoint, is a plus