Operations Executive (German)

Job Title:                   Operations Executive

Reporting to:           Operations and Business Development Manager

This is an exciting opportunity for an Operations Executive with 100% fluent written and spoken German plus excellent written and spoken English to join a enthusiastic, multi-national team within the travel industry. 

Travel industry experience essential and B2B experience with overseas companies desirable.

Purpose of Role:

To ensure that all operations for your groups are completed in a timely manner.

To develop and maintain excellent working relationships with all suppliers and service providers.

To develop and maintain excellent working relationships with the allocated clients and to have total responsibility for all their confirmed traveling groups – once the handover from the business development department has taken place.

Specific Areas of Responsibility:

Bookings:

• To acknowledge all amendments and changes from clients

• To be able to advise the client of the most suitable options for their  tours

• To ensure that all services are booked well in advance of the date of travel

• To ensure that all service providers are kept informed of all changes and amendments to their confirmed groups.

• To acknowledge confirmations to clients.

• To meet all targets for under budget buying, placing of services and inserting information into tour plan.

Logging:

• To log all new requests and follow-ups.

• To update log with confirmations and lost business (with clear explanation for rejection).

   

Suppliers:

•  To chase the hotels for signature before offering it to client
  • To ensure that the correct services are booked at or under the budget
  • To maintain close communication with the relevant suppliers at all times on the progress of the bookings

• Number of passengers on the tours
• Reservation of services
• Options and deadlines
• Payment agreements

• To maintain good and up to date product knowledge at all times

• To process supplier’s invoices within 48 hours of receipt

• To respond to supplier’s payment requests within 4 hours

• To resolve invoice queries within 1 week

   

Clients:

• To answer email / faxes within 4 hours

• To answer any correspondence on day of receipt if received by 12h00, or by 12h00 next working day if received after 12h00

• To make service reservations as per the client’s requirements in accordance to their deadlines and to deal with their queries in a timely manner

• To maintain close communication with the relevant clients at all times on the progress of the bookings

• To offer the clients as many additional services as possible in order to increase the income per group

• To be aware of any special offers / deals which can be sent to the clients to generate additional business

• To contact the client 6 weeks before arrival to get an update

• To ensure that the client provides the necessary information at the correct time to generate the sales invoices

• To respond to complaints within 2 working days and ensure it is fully resolved within 1 week

• To resolve problems on same day whilst groups are traveling

• To reconfirm in writing what’s been agreed verbally

• To ensure that b’day presents are sent to all clients (main contact or decision maker)

• To ensure all Key clients have a supply of London Maps

• To meet key clients as often as possible

Financial:

• To ensure that the “booking summary list” is constantly updated and accurate at all times. Invoices must be raised 30 days before the travel date.

• To ensure that the sales invoices are settled within their agreed terms. Vouchers can only be sent upon receipt of a stamped copy of bank transfer for non credit clients. Clients should be chased accordingly and a note must be recorded in the booking folder.

• To provide an explanation for high or low margin in the booking notes within the booking folder

   

Other

• To participate in the Emergency Mobile phone rota

• To participate in training program put in place for new staff members

• To complete any reasonable instruction from a superior.

• To adopt a filing system which enables colleague to cover in your absence

• To assist with offers and follow ups when needed