Tours and Cruise Operations Manager

4 weeks ago

Melbourne, Australia Luxury Escapes Full time

Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 6 million subscribers each month with exclusive limited time offers at 'insider' prices.

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Our award winning employee experience is king here having been recognised as "One of the Best Places to Work' by the AFR in both 2021 and 2023, with weekly events, monthly recognition programs and significant professional development opportunities we do what we can to make you look forward to waking up every day

We are now looking for a **Tours and Cruise Operations Manager **who will be responsible for driving operational efficiencies for Luxury Escapes Tours, as well as providing leadership, and coaching and development our highly talented Concierge teams.

Also responsible for ensuring that team members meet or exceed all the expected quality and performance standards required to meet business objectives this role will have an unwavering focus on continuous operational process improvement.

**You will be responsible for**:

- Creating a collaborative environment for team members to efficiently deliver efficient and effective processes, both B2B and customer facing.
- Ensuring team members are achieving quality and productivity KPIs by monitoring workload/queues and ensuring tasks are delivered within SLA and in line with business objectives.
- Leading the Tours Concierge and Cruise Concierge teams to strive to deliver an exceptional experience for all customers, actively promoting Luxury Escapes products with a view of retaining customers and increasing overall margin opportunities.
- Ensure all post sale operational journeys are delivered in line with ongoing tour and cruise departures.
- Ensure that customer feedback is sought, reviewed and appropriately acted upon to drive continuous improvement.
- Oversee and manage various post sale processes with all customer contact accurately captured and recorded.
- Identifying and drive operational efficiency uplift in line with the business goals
- Implementing continuous improvement initiatives regarding documentation, processes and workflow while liaising with tech, commercial and finance for improvements and rollouts.

**What we are looking for**:

- Exceptional time management and prioritisation skills
- Project management skills and ability to create and deliver clear deployment plans
- Ability to develop strong relationships with internal and external stakeholders
- Excellent coaching and training ability that is adaptable to different learning styles
- Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction
- Excellent customer service skills including; conversation control, written etiquette, handling multiple conversations at once, queue management and the ability to deliver timely and accurate information
- Flexible attitude and innovation skills to achieve set deadlines and KPIs
- A sound understanding of the end to end travel sales process
- Prior leadership/management experience in a contact centre environment will be looked upon favourably

**What's in it for you?**
- Competitive remuneration package
- First class health and well-being program including, onsite Gym, yoga, meditation, and daily breakfast and lunches provided
- Fun & dynamic working environment - Friday afternoon onsite gatherings (wine included) and monthly celebration & recognition programs
- Discounted travel, Famils, birthday leave and a whole lot more
- We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview process._

**We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.

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