Travel Operations Manager

The Travel Operations Manager will strategically develop, implement, and review operational policies and procedures. They will assist HR with recruiting and promote a company culture that encourages top performance and high morale. The individual will handle reporting, planning, and auditing tasks, work closely with the Director of Operations to support the success of Global Travel Collection, and conduct staff training and development, including addressing their own specific needs. Additionally, they will provide IC liaison and assistance as requested or required.

Responsibilities

• Ensure smooth Service Desk operations and address issues promptly.
• Ensure efficient Service Desk operations and promptly resolve issues to meet SLA.
• Analyse and improve organizational processes for better efficiency.
• Manage daily operations and oversee quality assurance programs.
• Engage in long-term planning to support company goals.
• Coordinate teams to foster idea exchange and cross-team learning.
• Assess departmental reports to optimize team efficiency and profitability.
• Monitor service levels to ensure client satisfaction and minimal complaints.
• Motivate employees through positive encouragement and incentives.
• Identify and resolve potential problems to maximize efficiency and revenue.
• Handle client and supplier complaints according to company processes.
• Ensure quality control and accurate reporting within agreed time scales.
• Attend client and supplier functions to develop relationships.
• Provide feedback on training needs and ensure personal training goals are met.
• Authorize and organize office absences to maintain adequate staffing.
• Appraise and review staff performance both formally and informally.
• Hold regular staff meetings and participate in management meetings.
• Assist team members and promote positive working relationships.
• Identify potential employees and new business opportunities.
• Uphold company rules and maintain a safe working environment.
• Represent and raise the profile of Global Travel Collection UK.

Requirements

• Minimum of 4 years of management experience.
• Ability to take initiative and work unsupervised.
• Proactive and positive attitude.
• Ability to handle ambiguity effectively.
• Excellent knowledge of at least two GDS (priority given to Galileo, and Amadeus then Sabre)
• Strong knowledge of travel products, including rail, hotel programs, and car hire.
• Good administrative and time management skills.
• Ability to meet deadlines and prioritize workload in a high-pressure environment.
• Exceptional communication and customer service skills at all levels.
• Proficient in English (verbal and written).
• Flexible approach, with the ability to respond to out-of-hours service during weekends and evenings.
• Strong planning and organizational skills.
• Good leadership skills with the ability to motivate and support the team.
• Ability to delegate, make decisions, and take responsibility.
• Consistent in providing and setting high standards.
• Good working knowledge of back-office systems.
• Understanding of account management and MIS reporting.