Experience Planner

About Us

Eleven is like no other place. We’re an adventure travel company with a diverse portfolio of intimate, extraordinary adventure lodges in remote locations around the world. We strive to give every one of our guests the best day of their life everyday, whether heli-skiing near the Arctic Circle in Iceland or casting for bonefish on a remote island in the Bahamas. At each destination our guided backcountry adventures await guests of all ages and skill levels. Our lodges, chalets, and beach houses combine five-star accommodations with incredible cuisine. To our guests we are trusted, down to Earth, smart, innovative, discrete and fun. To our international team, we are a community with genuine camaraderie, and we value creativity, work ethic, kindness, and strong communication. Our success is dependent on our employees’ well being, and we continue to evolve more programs and benefits to support work life balance, and remain open to ideas, feedback, and new sustainable approaches. We take pride in promoting employees from within who prove to be committed, valuable, and have a genuine desire to grow.

Position Summary

Eleven is seeking a dynamic and organized Experience Planner to craft unforgettable experiences for our guests visiting Eleven Iceland’s properties. This role is responsible for managing the planning process, creating intricate itineraries, and ensuring seamless communication between guests and the Eleven team. The Experience Planner will work closely with Experience Managers, sales teams, and operational staff to tailor guest experiences and exceed expectations. This position requires proficiency in CRM systems (SalesForce, Opera, Micros), excellent communication skills, and a strong knowledge of Icelandic activities and logistics. The ideal candidate will be a flexible team player, capable of thriving in a fast-paced environment while maintaining high ethical standards and a personable demeanor. This is a full time, benefitted position starting at $65,000 annually.

Position Purpose

• Manage the group assignment and Experience Manager introduction cycle.
• Work to gather and distribute client information to Experience Manager team as quickly as possible
• Create and plan once in a lifetime experiences for guests visiting Eleven Iceland´s properties (and other locations where needed) by planning intricate and exact itineraries and exceeding their expectations to the best of your ability
• Create and rapport with guests once they book to reinforce guests confidence in their upcoming trip.
• Clearly communicate with guests before their trip to tailor make their experience with Eleven and to help secure return business
• Facilitate the planning process for group events to ensure seamless execution ξ Check invoices, reservation systems, and booking calendars for accuracy and clarity
• Liaise clearly and calmly with all necessary members of the Eleven operations, Sales, and Grassy Creek teams to plan all guest itineraries and to exceed guest expectations
• Behave as a leader within the Eleven hospitality team. Encourage and support the team to deliver the Eleven product to the highest possible standard everyday
• Work to further the Eleven product by questioning operational norms, proposing solutions, and striving to innovate and streamline the Eleven operation in Iceland and other properties when needed.

Responsibilities/Duties/Functions/Tasks

• Manage the Eleven guest experience planning process by working externally with clients and internally with the operations and sales teams
• Communicate in person, by email, and over the phone with all parties relating to a guest trip including but not limited to the guest, the guest personal assistant, travel agent etc.
• Serve as a guest liaison before any guests arrive on site, ensuring that all guest preferences are in order for their visit. Work closely with the Deplar Farm Experience Managers, Lodge Manager and General Managers to communicate guest needs
• Manage all events from the time of booking through the event
• Manage guest details in Wufoo
• Commit to working in SalesForce, Opera, Micros, and the PPM, or any other CRM or business management tools, to best track guest preferences, trip details, payment, etc.
• Own all guest CRM pre-arrival processes, including reviewing previous trip notes and updating client files with pertinent details
• Maintain all operational Dropbox folders in an organized manner with all pertinent client data
• Assist the Eleven Sales Team by providing logistical details and support that may help execute sales
• Maintain a strong knowledge of the various activities that Eleven offers in Iceland including an understanding for the logistics, gear, and guides necessary to execute these activities
• Curate pre and post-trip ideas for travel throughout the local area and Iceland as a whole. Foster relationships with outside vendors to become an Iceland travel specialist
• Assist Deplar Farm General Manager with the Iceland product development process
• Generate guest data reports as needed and as requested by management
• Step into the Experience Manager role as needed
• Create standards to receive guest information from Sales and handoff to Experience Managers to ensure seamless guest communication
• Assist in training new Experience Managers and/or Experience planners
• Delegate admin work to Experience Manager team and EM support team members as needed.

Work with management to ensure the following documents are delivered on the date outlined below within the Experience Manager team:

• Trip reports ± within 48 hours of guest departure
• Guest roster ± Weekly, on Mondays before 2 pm
• Weekly staff folders ± Update on Monday every week, and daily input of data in that folder
• Guest details in Wufoo ± Get information from guests right after sales handover. Make sure all details are included in weekly staff folder
• Invoices are processed and reviewed ± within 24 hours from receiving them

Required Qualifications

• Job experience

  • Job requires specialized work experience (1-3 years) within the professional or occupational field.

• Mental skills

• Job requires skills in obtaining, interpreting, and evaluating information to solve problems. Knowledge of facts, rules, procedures, and general concepts.

• Initiative and/or independence

• Job requires employee to show initiative occasionally but otherwise follow procedures. Seeks guidance when in doubt.

• Communication skills

• The job requires great communication skills and the ability to listen and work in a team that delivers results. Able to assist others and take responsibility within a group.

• Professional Responsibilities

• The job requires considerable professional responsibility. That responsibility involves maintaining service levels and assets in accordance with operating procedures.

• Project Management

• The job involves no project management. Resources are used in accordance with work procedures.

• Stimuli and mental stress

• The work involves little or limited mental stress. Normal demands are made on mental effort, attention, alertness and concentration.

Preferred Qualifications

• Ability to deliver high quality work in a dynamic, fast-paced, sometimes loud work environment
• Flexible team player willing to do anything to complete the Eleven team goals
• Personable, well-liked, friendly
• Sophisticated
• Thrives under pressure
• High ethical standards
• Confident
• Willing to work specifically to meet guest needs ± early mornings and late evenings if needed.

Work Requirements

• Flexible work schedule
• Ability to sit at a desk and type at a computer for extensive periods of time
• Travel to Reykjavik and Deplar Farm and other Eleven locations as necessary