Railbookers Group

• Lead cross-functional accounting and finance projects from planning through implementation. • Drive process improvements across month-end close, reconciliations, revenue recognition, accounts payable, treasury, and financial reporting. • Document and standardize accounting procedures and internal controls. • Coordinate accounting workstreams for system implementations and process automation initiatives. • Support ERP, CRM, and financial system enhancements. • Support month-end, quarter-end, and year-end close activities. • Identify opportunities to streamline and improve the financial close process. • Review account reconciliations and improve supporting documentation. • Assist with the preparation of financial statements and supporting schedules. • Help strengthen internal controls and accounting policies. • Support external audits across multiple jurisdictions. • Ensure compliance with US GAAP and applicable accounting standards. • Analyze accounting workflows and recommend process improvements. • Develop KPIs to measure accounting efficiency and quality. • Lead initiatives focused on automation and continuous improvement. • Partner with Operations, Sales, Product, and IT to improve financial processes.

• Develop and execute a comprehensive data strategy that aligns with the company's overarching goals and objectives. • Oversee direction, strategic and tactical decision-making, and resource allocation to ensure effective, efficient, and successful achievement of objectives. • Develop strategic plans to ensure successful implementation and outcomes of action plans and objectives. • Direct and control the activities and projects of multiple functions through multiple levels of management. • Build, mentor, and lead a high-performing data team, fostering a culture of innovation and excellence. • Establish and enforce data governance frameworks ensuring data quality, security, and compliance with applicable regulations. • Drive the development of advanced analytics and business intelligence capabilities to provide insights that inform strategic business decisions. • Collaborate closely with other departments, including marketing, operations, and finance, to ensure data is effectively utilized across the organization. • Evaluate, implement, and manage data management and analytics technologies that enhance our data capabilities and efficiencies. • Present data strategies, insights, and progress to executive leadership and key stakeholders, ensuring alignment and support across the organization. • Model the RBG Values and Ways of Working and set an example for tone and communication standards across the company. • Perform all other duties as assigned to meet team's objectives and ensure business operational efficiency.

• Convert inbound calls, emails, and web inquiries into bookings for Railbookers and Amtrak Vacations, with a strong B2B focus; includes timely outbound follow-up calls to nurture leads and close sales. • Qualify leads by understanding travel goals, preferences, and budgets to design compelling, customized itineraries. • Confidently present pricing, upsell opportunities, and limited-time promotions to maximize revenue and close sales. • Consistently meet or exceed sales targets, conversion rates, and other key performance metrics. • Foster strong relationships with customers and travel advisors to drive repeat business and referrals. • Collaborate cross-functionally with internal teams to ensure seamless communication and accuracy for every booking and quote. • Maintain expert knowledge of rail routes, destinations, and packages to position offerings effectively. • Accurately track leads and sales in CRM systems and follow established processes for a seamless booking experience. • Stay sharp with ongoing product training, sales coaching, and active participation in team performance initiatives. • Demonstrate strong organizational skills to manage daily tasks and sales opportunities efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels. • Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies. • Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in-travel support. • Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys. • Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy. • Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions. • Document all customer interactions accurately and thoroughly in the CRM system. • Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement. • Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities. • Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first-contact resolution whenever possible. • Collaborate with team members and contribute to a positive and supportive contact center environment. • Adhere to all company policies, procedures, and service level agreements. • Perform other duties as assigned to support the Guest Experience team and overall business objectives. • Demonstrate strong organizational skills to manage daily tasks efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

• Convert inbound calls, emails, and web inquiries into bookings, and conduct timely outbound follow-up to nurture leads, close sales, and drive repeat business. • Qualify customer needs by understanding travel goals, preferences, and budgets to design compelling, customized rail holiday itineraries. • Present pricing, upsell opportunities, and limited-time promotions to maximize revenue. • Provide exceptional support for existing reservations, including itinerary changes, cancellations, special requests, and in-travel assistance, ensuring accuracy and adherence to company policies. • Troubleshoot and resolve a variety of service issues (e.g., booking discrepancies, ticketing, payment concerns) with empathy and professionalism, aiming for first-contact resolution. • Proactively communicate potential itinerary changes or disruptions and offer suitable alternatives. • Collaborate effectively with internal teams and external partners to ensure seamless booking, travel, and resolution processes. • Process payments, manage billing inquiries, and issue refunds accurately. • Accurately document all customer interactions, sales activities, and updates in the CRM system. • Maintain expert knowledge of products, train routes, destinations, and amenities through ongoing training and engagement in team performance initiatives. • Consistently meet or exceed sales, service, and performance targets. • Identify opportunities to enhance the guest experience and share feedback for continuous improvement. • Demonstrate strong organizational skills, adaptability, and a positive, team-oriented mindset in a fast-paced, evolving environment.

• Oversee and develop our portfolio of vacation packages that include hotels, guided tours, admission to popular attractions, culinary experiences, and more. • Manage a number of key supplier relationships in the rail, hotel, sightseeing, and transportation space. • Work closely with internal stakeholders to ensure the success of our product line. • Design and curate unique, authentic, and immersive travel products that reflect consumer demand. • Build and maintain relationships with rail operators, local DMCs, tour operators, attraction providers, hoteliers, and other travel suppliers. • Stay informed on travel trends, customer preferences, and competitive offerings. • Design and curate unique, authentic, and immersive experiences in partnership with our suppliers. • Partner with marketing, sales, operations, and customer support teams to ensure seamless promotion, sales, and delivery of each vacation package. • Gather and analyze customer feedback on packages and use insights to continuously improve and refine product offerings. • Ensure smooth execution of tours and activities, managing logistics, scheduling, and customer satisfaction. • Contribute to pricing strategies for products, balancing customer value with profitability. • Oversee the end-to-end process of launching new vacation packages, ensuring supporting technology and APIs are properly integrated and tested. • Identify operational risks related to hotels and activities and proactively develop mitigation strategies. • Monitor and action business intelligence regarding product performance, including booking rates and customer satisfaction.

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels. • Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies. • Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in-travel support. • Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys. • Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy. • Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions. • Document all customer interactions accurately and thoroughly in the CRM system. • Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement. • Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities. • Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first-contact resolution whenever possible. • Collaborate with team members and contribute to a positive and supportive contact center environment. • Adhere to all company policies, procedures, and service level agreements. • Perform other duties as assigned to support the Guest Experience team and overall business objectives. • Demonstrate strong organizational skills to manage daily tasks efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.

• Work directly with Railbookers Group brands and the global marketing team to turn email marketing into a key revenue driver by using strategic content and drip campaigns to get potential customers to purchase. • Work with Analytics department to identify additional opportunities using analysis and reports to create campaigns with a goal to increase conversion. • Work with multiple teams from concept to execution of campaign. • Lead brainstorming meetings to identify opportunities, messaging, and goals for each campaign. • Manage projects to deliver the desired results in a timely manner. • Work with Digital Designer and Webmaster to ensure that desired messaging is executed throughout all digital platforms. • Work with the VP of Marketing and Marketing team to plan and execute our web-based marketing strategy to grow our market position. • Other duties/responsibilities as needed.

• Manage all aspects of building all components (hotel, activities, train, cruise, etc.) of the travel products in the operational/booking systems. • Demonstrate strong project management and organizational skills, multitasking ability, and work effectively with internal stakeholders across functions. • Load all contract details including room types, rates, inventory, and taxes with a high degree of accuracy. • Update the system in a timely manner when rate and/or terms change. • Accurately input all service types of inventories and maintain inventory reductions provided by suppliers. • Identify and resolve potential impact to existing bookings. • Complete pricing application based on current business practices. • Proof for accuracy of both inputs and outputs. • Meet all Key Performance Indicators (KPI) for each task. • Update all systems and internal communications related to vendor changes and passenger requests. • Handle product build inquiries that come into the help desk/chats. • Regularly maintain department documentation to ensure updated processes are incorporated. • Work closely with Systems and Innovations teams to enhance booking system. • Build productive and stable working relationships with internal functional team and cross-functional teams, with some support and supervision from senior team members. • Work on problems of moderate scope where analysis of situations or data may be required. • Exercise judgment within the scope of role or defined procedures to determine appropriate action. • Provide suggestions for improvements in content processes. • Proactive checks on products, services, travel documents, websites, and other areas where content is delivered. • Perform all other duties as assigned.

• Convert inbound calls, emails, and web inquiries into bookings for Amtrak Vacations, with a strong B2C focus; includes timely outbound follow-up calls to nurture leads and close sales. • Qualify leads by understanding travel goals, preferences, and budgets to design compelling, customized itineraries. • Confidently present pricing, upsell opportunities, and limited-time promotions to maximize revenue and close sales. • Consistently meet or exceed sales targets, conversion rates, and other key performance metrics. • Foster strong relationships with customers and travel advisors to drive repeat business and referrals. • Collaborate cross-functionally with internal teams to ensure seamless communication and accuracy for every booking and quote. • Maintain expert knowledge of rail routes, destinations, and packages to position offerings effectively. • Accurately track leads and sales in CRM systems and follow established processes for a seamless booking experience. • Stay sharp with ongoing product training, sales coaching, and active participation in team performance initiatives. • Demonstrate strong organizational skills to manage daily tasks and sales opportunities efficiently and consistently. • Remain adaptable and open to change in a fast-paced, growing organization, with a mindset that embraces new challenges and opportunities.