Travel Operations Administrator

Staffordshire, England
£20500 - £21500 per annum + benefits
05 Jul 2018
02 Aug 2018
Marie Heaven
Job function
Full Time
Contract Type
A great new role in the Travel Industry!! Are you looking for a change? Do you love being in Travel but would like to take a step back from sales? Would you like to have your weekends back to yourself? Or are you in admin or customer service and would like to work for a well-established company! My client is a leading Tour Operator looking for an Operations Administrator to join there busy team. My client is an award-winning specialist Tour Operator with an excellent reputation, organising escorted tours, river and yacht cruises to Europe and Worldwide. Applications are invited to fill a role as part of the River Cruise team ensuring the smooth running of our growing River Cruise and Yacht programme.

Job Description
This is a full-time permanent position and will suit someone who has good office experience and is seeking to build on this, who is interested in our cruise programmes and enjoys the challenges of delivering excellent customer service, especially when river levels cause disruptions to planned programmes.

Main Responsibilities

*Emailing suppliers to confirm tours/Tour Managers/split groups/transfer guides/ local guides and visits
*Checking mooring confirmations
*Checking client itineraries, flight sheets and client lists
*Checking all correct bookings required are in place
*Completing programme sheets for each cruise, including details of bookings and timings
*Meeting deadlines for paperwork to be submitted to suppliers
*Liaising with shipping companies regarding any client requests
*Booking additional hotel nights/flights and transport for TMs where necessary
*Ensuring any payments for suppliers have been processed with Finance Department
*Managing quoted and predicted costs per cruise and logging onto a spreadsheet

Immediately prior to, and during cruises:
*Obtaining tour driver/transfer guide/local guide contact details
*Contacting TMs to ensure all tour information received and answering queries, advising of cancellations or alterations to tour
*Answering queries arising from tour, including transport enquiries, client illness and unexpected changes to itineraries
*Problem-solving in the event of coach breakdown, water level problems, flight delays, lost tickets, etc.

Post Tour
*Dealing with feedback from TMs, including reading de-briefs and feedbacks from ships, discussing any problems that arose that could be addressed from the office

*Providing support and information to Tour Managers
*Answering queries from Reservations Department and clients regarding cruise and excursion timings and content
*Assisting in the setting up of new cruises, including sourcing local guides, researching entrance fees and obtaining information and maps
*Scanning, photocopying and other general office duties
*Keeping systems up to date with cruise/guide details

The hours of work will be 37.5 hours per week, Monday to Friday, on a weekly shift basis rotating the following three shifts:
Early 0700-1530
Normal 0900-1730
Late 1030-1900

The shift rota will be advised at least 3 months in advance.

*The role will also include being part of the On Call team, on a rota basis acting as 'seconder' to the Night Duty Officers and Weekend Team, providing support and decision making when operational issues arise on tours, as well as providing On Call cover from home for periods when the out of hours teams are not available. An additional payment will be made for periods of seconder or On Call cover.

Competencies required

*Attention to detail and a high level of accuracy is a necessity
*An effective communicator - with suppliers and internal customers
*A high degree of organisation, with an ability to work in a pressurised environment and prioritise a multitude of complex tasks to deadlines.
*Strong commitment to great customer service, in dealing with clients, Tour Managers and suppliers
*Good working knowledge of Excel spreadsheets, and administrative systems such as Outlook and Microsoft Word

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