OPERATIONS EXECUTIVE in Croydon

SURBITON — HYBRID | 2 DAYS OFFICE, 3 DAYS HOME

Operations Executive job in Surbiton within the luxury travel industry, offering up to £35,000 DOE plus bonus. This is a fast-paced, client-facing travel operations role covering bookings, supplier liaison, documentation, problem-solving and regular communication with clients.

Do you have hands-on experience managing travel bookings from confirmation through to departure?

Are you confident communicating directly with clients, keeping them informed and responding professionally when questions, changes or problems arise?

Can you remain accurate, organised and responsive when managing multiple bookings during busy travel periods?

Do you use your initiative to resolve operational issues, anticipate potential problems and take ownership without needing close supervision?

And can you build trusted relationships with clients, suppliers and colleagues while maintaining consistently high service standards?

Our client is a specialist luxury travel business creating exceptional tailor-made journeys. Recognised within the industry and the recipient of multiple awards, they are known for their expertise, attention to detail and highly personalised client service.

They are now seeking an experienced Operations Executive to join their Operations team. This is a demanding and varied position requiring someone who can quickly take ownership of bookings, communicate confidently with clients and manage operational challenges calmly and effectively.

▌ The Role

You will take full ownership of each booking from confirmation through to the client’s departure, ensuring every element is accurate, every deadline is met and clients receive a seamless and highly personalised service.

This is not solely a behind-the-scenes administration position. You will have regular direct contact with clients and must be comfortable explaining arrangements, answering questions, communicating changes and resolving issues professionally.

• Take ownership of each new booking from confirmation through to travel
• Process complex travel bookings accurately and within required timeframes
• Communicate directly with clients throughout the pre-travel journey
• Respond promptly and professionally to client questions and requests
• Confirm lodges, flights, transfers, activities and other services with suppliers
• Manage amendments, date changes, cancellations and special requests efficiently
• Identify potential operational problems and take appropriate action to resolve them
• Track and action supplier invoices and client payments
• Prepare and thoroughly quality-check detailed client documentation
• Communicate schedule changes and other important operational updates clearly
• Liaise with ground handlers, lodges and flight providers to resolve queries
• Build strong working relationships with clients, suppliers and internal teams
• Complete detailed booking file checks to maintain consistency and high standards
• Contribute practical ideas to improve systems, processes and client service

• At least three years’ relevant experience within travel operations, administration or post-booking client services
• Travel industry experience is ESSENTIAL
• Significant experience communicating directly with clients by telephone and email
• Experience taking ownership of travel bookings from confirmation through to departure
• Able to provide clear examples of independently resolving booking, supplier or client-related problems
• Experience managing amendments, cancellations, special requests and unexpected changes
• Proven ability to work accurately and efficiently in a demanding, fast-paced environment
• Demonstrable success meeting KPIs relating to accuracy, productivity and response times
• Able to prioritise effectively and manage several bookings and deadlines simultaneously
• Exceptional attention to detail, with strong numeracy and written English
• A confident, polished and empathetic communicator who can build client trust
• Resilient and calm under pressure, particularly during peak booking periods
• Comfortable working independently, using initiative and taking full ownership of decisions
• Able to learn quickly and become effective in the role with minimal supervision
• Competent user of Microsoft Word, Excel and Adobe

• Hybrid working — two days in the office and three days from home
• Salary of up to £35,000 DOE
• Performance-related bonus of up to 15% of salary, dependent on company and individual KPIs
• Friendly and supportive working environment
• Opportunity to work with exceptional luxury travel products and discerning clients

▌ Frequently Asked Questions

What is the salary for an Operations Executive in luxury travel in Surbiton?

Up to £35,000 DOE, plus a performance-related bonus of up to 15% of salary. Ambitions Travel Recruitment will share full package details with shortlisted candidates.

What does hybrid working look like in this role?

The position involves two days in the Surbiton office and three days working from home. This is a structured hybrid arrangement and applicants must be able to commute to the office twice each week.

Is this a client-facing Operations Executive role?

Yes. Although the position involves detailed booking administration and supplier liaison, regular direct communication with clients is an important part of the role. You will keep clients informed, answer questions, manage requests and communicate any changes affecting their arrangements.

What experience is required?

Applicants must have relevant travel industry experience, ideally gained within travel operations or post-booking client services. You will need strong direct client-contact experience and the ability to provide examples of resolving booking, supplier or client-related situations independently.

What does an Operations Executive role in luxury travel involve?

You will take ownership of the booking journey from confirmation through to departure. This includes processing bookings, confirming services, managing changes, preparing documentation, communicating with clients and resolving operational issues.