Housing and Travel Coordinator

We are PLAY Hockey. Hockey is our passion, and we love helping young players reach their full potential. Our veteran team of professionals deliver camps, clinics, leagues, teams, tournaments, and international tours to markets across North America.

We strive to make a difference every day, act with integrity, and always love the game.

As a Housing and Travel Coordinator, you will play an important role supporting Play Hockey’s internal housing and flight groups.

The two key qualities of a successful candidate are a commitment to customer service and being organized. Although experience in travel services (for example travel agent) is an asset, it is not a requirement.

Play Hockey will train the successful candidate on the technical aspects of hotel and flight procurement.

The key responsibilities of the role include :

Key Housing Responsibilities :

• Report to the Manager of Play Housing Services
• Prepare and deliver requests for proposals to housing properties (i.e. hotels)
• Secure and contract room blocks from housing properties
• Allocate room blocks to teams participating in related events
• Manage inbound customer service inquiries
• Invoice and collect associated rebates, fees and commissions
• Follow Play Housing’s internal controls and best practices

Key Flight Responsibilities :

• Identifying and securing group flight blocks for international travel
• Booking families who are traveling to Play Hockey international events on group and / or individual flights
• Being a key resource to families who have booked flights through Play’s flight services group by providing excellent customer service and support

Customer Service Responsibilities :

Given the highly experiential nature of traveling to Play Hockey experiences, it is incredibly important that this role provides excellent customer service.

When families are dealing with travel challenges, they need to feel supported by this role.

This role will also provide strong support services to our Hockey Operators, who are internal customers / stakeholders.

If you are an organized, detail-oriented individual with a passion for customer satisfaction, this dual role offers a unique opportunity to contribute to the success of both the housing and flight groups at Play Hockey.

Skills and Competencies :

• Excellent organizational and time-management skills to handle multiple tasks concurrently.
• Detail-oriented with the ability to ensure accuracy in data tracking and invoicing.
• Proficient in using Microsoft Office Suite and Google Sheets.
• Familiarity with invoicing, collections, and financial reconciliation processes.
• Strong customer service orientation with effective communication skills.
• Active listening skills to understand and address customer needs effectively.
• Patience and empathy in dealing with diverse customer situations.
• Ability to handle and resolve customer complaints or conflicts diplomatically.
• Know-how to escalate issues when necessary while maintaining a positive customer experience.
• Strong problem-solving skills to resolve customer issues promptly.
• Ability to handle stress and remain calm under pressure.
• Positive attitude and a customer-centric mindset.

Qualifications :

• Experience in travel services (for example travel agent) or hotel reservations and procurement is an asset, although it is not a requirement.
• Experience in a customer service role is considered an asset.
• Additional education or training in customer service, communication or a related field is considered an asset.

It is a requirement that this role is based out of Winnipeg, MB.

Play Hockey offers a competitive compensation package, benefits program, and hybrid work environment. Our state-of-the-art office includes amenities such as gym, professional Pickleball court, free parking, and much more.

Play Hockey promotes continuous improvement in our staff, processes, skills, and fosters career growth throughout.