ASSISTANT PROGRAM MANAGER
JOB DESCRIPTION
Reports to: Senior Program Manager
Salary/ Wages: Based from experience
Work Schedule: During our slow season or when we do not have groups, 7am-4pm or 8am-5pm. During our high season, dependent upon needs of Master Program Calendar.
Programming Department Mission Statement
The Programming Department's mission is to develop and execute Belize Study Abroad programs with the highest quality experiential learning components to academic institutions from all continents and to immerse program participants in world class natural history training opportunities, authentic cultural experiences and meaningful community engagement with benefits for all involved.
Assistant Program Manager Position Overview
The Assistant Program Manager communicates and coordinates with customers, students, staff, service providers as well as local experts and community members. This is an office-based job with occasional opportunity to coordinate and participate in day trips and service projects, as well as overnight excursions.
Assistant Program Manager Responsibilities
The Assistant Program Manager's primary responsibilities center on development of study abroad academic and service-learning programs, customer relations, reservations and sales are central to program development. These include all components of selling and booking Belize Study Abroad programs to middleman vendors, teachers, administrators and students.
Responsibilities include:
Welcome and orient new groups on arrival to campus
Receive email queries sourced from company website and take suitable action
Communicate persistently with client to design program itinerary and budget
Develop custom program itineraries, connecting with local experts and leaders
Follow up communications with all clients, vendors, service providers regularly
Negotiate best pricing from local vendors and providers that serve Monkey Bay clients
Maintain Master Calendar of group itineraries and update regularly all staff
Invoice clients and track payments by maintaining up-to-date account records
Create and distribute trip info packets to facilitator guides and support staff
The "go to" person for client and staff questions, concerns and troubleshooting related to programming
Serve as front office back-up for guest reception and services representative, when requested.
Monitor integration across company departments and provide leadership in orchestrating teamwork among all program support staff and in implementing company policies and procedures
Support other members of the Programming Department in working with clients, group leaders and local community representatives to develop and design meaningful community service projects.
Delegate tasks to administrative staff as is appropriate for continued staff training
Track client billing, payment, refunds and due dates and communicate financial information to the Accounting Manager, and Senior Program Manager.
Participate in the development and implementation of an "EEP" for guests & team
Produce and distribute a Programming Department "Daily Updates" document
Qualifications & Qualities of the Assistant Program Manager
Education — Degree, training and/or work experience in Business, Education, Outdoor Leadership, Program Management, and/or Travel and Tourism
Specialized knowledge — Study Abroad Programming and Hosting, Outdoor Recreation, Program Planning, Reservations and Travel Logistics.
Sales Skills — organizational skills to develop and maintain multiple client folders with many moving parts. Electronic files, spreadsheets, calendars, email, etc.
Microsoft Office Suite proficient in Word, Excel, PowerPoint, and Outlook
Abilities — multi-task management, office and field work capacities, community development, continuing life-learner, bilingual, safety and security orientation, first aid and emergency response, written and oral communications, networking, valid driver's license, cultural awareness/sensitivity; existing knowledge of Belize natural history, culture, education system, and conservation programs.
Experience — education, administration and management, team leadership, travel and tourism or related discipline
The Assistant Program Manager's Qualities and Skills also include but are not limited to:
Leadership and Management skills are required in order to best utilize and develop the skills and qualities of members of their department as well as members of other departments. The Assistant Program Manager demonstrates the ability and willingness to lead and manage team members on separate and/or simultaneous assignments.
Professionalism – Always demonstrate the highest standards of performance and behavior, setting a good example and inspiring the other members of the Monkey Bay Team with whom they work or serve, especially in the case of our guests.
Timeliness - begin work at the time agreed or required as dictated by the Program Manager.
Honesty, integrity, punctuality and respect are key values of all managers as role models within the organization.
Service Skills - recognize the importance of developing strong service relationships with our past, present and future clients.
Communication Skills - streamline and regulate the functions of their department both internally and externally and to collaborate with other departments. The chain of command is adhered to as closely as possible during all company communications and is outlined in the company organogram. The Assistant Program Manager will keep abreast of all company-wide communication in which they have been included. The Assistant Program Manager is also responsible for communication and recordkeeping with vendors, contractors, and service providers.
Communication Skills include:
Written Communication including but not limited to email communications as well as the sharing of information or data in spreadsheet format both digitally and tangibly. The effective use of various software programs will be required.
Verbal Communication both in person and over the telephone or radio systems requires the ability to express one's ideas clearly. There may be verbal communications which will require a follow up written communication to ensure that all parties are informed of important and relevant information.
Communication Technology - must have a technical understanding and practical capacity to use radio communication technology along with communication protocol
Scheduling of Program Itinerary Excursions requires coordination between the Tour Operations Manager and the Programming Department and requires cross checking of the Master Calendar and the Tour Operations Calendar to ensure all guests and clients are provided timely and excellent service.
Scheduling of Program Itinerary – Accommodations & meals requires coordination between the Kitchen Manager, Housekeeping Supervisor and the Programming Department. It also requires cross checking of the Master Calendar, the Kitchen, and Rooming Calendar to ensure all guests and clients are provided timely and excellent service.
Problem Solving - Take advanced initiative to identify problems and find solutions to challenges they or their team may face. In the case of a problem that needs to be solved immediately, and use their best judgement and understanding to make decisions based on the most positive outcome for our clients and team members with the assistance of the Senior Program Manager.
Understanding, Establishing & Developing Department Standards in accordance to the standards requested and required both internal to the organization (company policies, procedures, systems, etc) as well as to those requested and required externally by various regulatory organizations under which Monkey Bay Wildlife Sanctuary and Belize Study Abroad have submitted themselves (BTB, The Forum on Education Abroad, etc).
Organization and Protection of Company Assets – The selected candidate will be responsible for the organization and safekeeping of company hard and soft assets which are in storage or under regular and periodic usage by any or all members of their department or any other person to whom the item(s) may have been lent to with permission. These include but are not limited to: computers, office equipment, office furniture and building keys. The company policy covers further accidental damage, theft or loss.
Planning and Department Development
The Assistant Program Manager is encouraged to contribute their insights and ideas into the future development and planning of Monkey Bay, especially as it pertains to their department. Ideas can be shared in writing, in person or at company meetings.
Budgets, Cost Quotes and Invoices
The Assistant Program Manager is responsible for developing budgets estimates for all study abroad programs with the assistance and supervision of the Senior Program Manager and Accounting Manager. Once the budgets have been approved, the Assistant Program Manager is responsible for adhering as closely as possible to the original estimate of the budget. Any major deviations from the budget must be discussed with the Senior Program Manager.
Safety
The Program Manager communicates closely with the Tour Operations manager to support the safety of all guests on excursion.
Emergency Preparation Protocol (EEP)
Assist the Tour Operations Manager and the Facility & Grounds Manager in the creating, maintaining, communicating and implementing an Emergency Preparation Protocol for their department, our guests and the organization. This protocol should include considerations first and foremost for the safety of our team and our guests. This EPP should be part of a larger plan to be developed by all departments which will cover the safety of team members, guests and the general public in the event of a natural disaster, weather event, accident or act of violence. If an EPP is being executed, the Academic Program Manager may be asked to lead and assist efforts within reasonable consideration to his or her personal safety.