Job Description:
Come and join one of the world's leading luxury travel brands.
A&K Travel Group is a dynamic collection of travel and cruise companies, including Abercrombie & Kent, Crystal, and the world's oldest travel agency, Cox & Kings. We create unique, immersive travel experiences worldwide. Our people make us a great place to work, fostering a supportive environment with ongoing training and global career opportunities. We also make a difference: Abercrombie & Kent Philanthropy has supported communities for 40 years, and we were recognised by Which? for exceptional client care during the pandemic.
PURPOSE:
As an Operations Coordinator (or Consultant) you will be responsible for the successful operating of our luxury Tailor-Made travel itineraries. To accurately book all ground arrangements for multiple departures of our European tours working with local suppliers, A&K sales offices and an international set of luxury travel advisors to ensure the smooth operation of the tour.
RESPONSIBILITIES:
Operations
To accurately book all ground arrangements for multiple departures of our European independent travel products, and work with local suppliers, tour leaders and sales offices to ensure the smooth operation of the tour.
RESPONSIBILITIES (DEPENDING ON YOUR DEPARTMENT):
* Accurately book all services required for the successful operation of the tour within the budget set
* To liaise with agents directly on any changes or operational requirements
* To accurately cost any additional requests or changes
* Prepare detailed documentation for tours
* To log and share feedback from each tour, to ensure that improvements are made promptly
* Successfully deliver the guests' tour so it runs perfectly and exceeds their high expectations
* Operate the targeted volume of tours (by sales value) within a given year
Financial
* Taking full responsibility of a tour's cost control and margins
* Ensuring necessary payments are made and received at the appropriate time
* Preparing accurate client payment and agent commission statements
* To assist the Finance Department with invoice queries as they arise.
* To manage tour costs in order that budgeted margins are achieved
* To enter financial data onto reservations system in a timely and accurate manner
Quality Control / Customer Service
* To have the highest standards of quality at the forefront of mind
* To proactively highlight potential Customer Service problems and take steps to make improvements
* To investigate and provide information to enable a response to customer service issues.
General
* General office duties
* To conduct special projects as requested by management
* Any other reasonable duties as requested by management
* Participation in occasional familiarisation or business trips with follow up reports and presentation as required
* To take the On-Call duty manager phone on a rota basis
EXPERIENCE & QUALIFICATIONS:
Desired Skills-Set:
* A confident, positive attitude
* Strong spoken and written communication skills. A second European language is advantageous
* Good level of geographical and general knowledge of Europe is advantageous
* Up-to-date knowledge of Outlook, Word, Teams and Excel
* Numeracy and good, basic mathematical understanding
* A real passion for travel
* Ability to multi-task and work under pressure
* Attention to detail
* A willingness to develop relationships with key suppliers
* Good and effective time management
What we offer:
* Competitive salary plus commission or annual bonus plan
* Company pension plan from start of employment, with employer contributions increasing after 5 and 10 years of service
* 25 days annual leave – in addition to bank holidays, plus the ability to buy an additional 5 days or sell 5 days
* Discounted trips through A&K Travel Group Travel Benefit Program (includes friends and family)
* Discounted Gym Membership – we offer a contribution of up to £35 a month at either Virgin Active Gym (London) or to other gyms through GymFlex.
* Private Healthcare through BUPA paid through a salary sacrifice deduction using our corporate rates – covers individual and family cover
* Life Assurance (2x or 4x base salary paid out as a tax-free sum)
* Hybrid working – we value collaboration and ask employees to come to the office for a minimum of 4 days per week
* Enhanced Paid Parental Leave – 18 weeks full pay regardless of gender
* Employee Assistance Program – includes access to wellbeing resources and counselling
* £1,000 Recruitment Referral Bonus
* Cycle to work scheme
* Season Ticket Loans
* Regular Social Events
And above all, a desire to ensure guests have the best travel experience.
This Role Profile highlights the key responsibilities but is not intended to be exhaustive.
EEO Statement
Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.