Travel Operations Specialist (InsideJapan)

Responsibilities

• Manage a mix of booking queues, reservations and requests, balancing availability and logistics with client needs and preferences to ensure the smooth delivery of high‑quality group tours and tailor‑made trips.
• Generate client and tour leader travel documents and keep stored client and product details up to date to ensure automated documents are flawless.
• Assist with administrative sales‑related tasks such as preparing transport tickets, handling deliveries, printing, compiling and sending travel documents to our clients.
• Confirm travel arrangements (e.g., accommodation, restaurants, activities, excursions, guides, transportation) using phone, e‑mail, e‑Fax, and online reservation systems.
• Utilise our ‘Master Planner’ to monitor, book, and schedule Insiders (Tour Leaders) and freelance tour leaders as required for tailor‑made trips.
• Maintain strong, mutually beneficial relationships with suppliers and external partners to secure delivery of our trips.
• Input accurate reservation details into Axum to ensure smooth generation of Info Packs for clients and reliable information for Travel Consultants.
• Accurately record costs of services in Axum, liaising with the Finance Team so supplier invoice payments and refund transactions can proceed smoothly.
• Check final travel documents (Info‑Pack) with tickets and pack the deliverables with the accompanying welcome letter for clients prior to their arrival.
• Monitor shared inboxes to assist the Sales teams with queries, issues and requests.
• Conduct quality control of Group Tour bookings in Axum, planning tasks, sending reminders, checking client arrangements and altering client documents to ensure information is correct and complete.
• Collaborate across InsideJapan Tours and InsideAsia Tours, handling crossover operational tasks as needed.

Qualifications

• Passion for Japan/Asia as a travel destination – with a desire to help others discover the country.
• Strong geographical and logistical understanding of Japan and core destinations.
• Familiarity with the processes involved in confirming travel arrangements.
• Well‑developed problem‑solving skills and ability to use own initiative with confidence.
• Independence and organisation – ability to handle a volume of complex tasks simultaneously.
• A high level of productivity and accuracy – capable of delivering a lot with high quality, sometimes under tight time pressures.
• High‑quality communication/interpersonal skills in emails, in‑person and on the phone.
• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook, Teams and SharePoint).
• Advanced level of English, both written and spoken.
• Japanese language skills are a bonus but not essential.

Benefits

• Annual discretionary performance (company‑related) bonus.
• 25 days annual leave, rising by one day each year to a maximum of 28 days.
• Day off on your birthday.
• Enhanced parental leave.
• Employer pension contribution.
• Employee Assistance Program.
• Volunteering leave.
• Designated learning and development time.

Equal Opportunity Employment

As an equal opportunities employer, we’re committed to making our recruitment process inclusive, accessible, and welcoming for everyone. If you require any adjustments or accommodations to support you during the recruitment process, please let us know.