Sports Travel Operations Manager

3 days ago

Sydney, New South Wales, Australia Destination Sport Full time

About Destination Sport


Destination Sport is a leading provider of business travel services to major sporting clubs and federations. We offer bespoke travel solutions that cater to the unique needs of our clients.


The Role:


We are seeking a highly skilled Senior Business Travel Consultant to join our Sydney office. As part of our hybrid team, you will work from our office with flexibility for homeworking. You must live within a commutable distance.


This is an exciting time of growth across the business, and as our Sports Travel Operations Manager, you will work alongside our experienced team to deliver exceptional customer service and support to our clients wishing to book travel arrangements worldwide.


About the Job


This role involves processing booking requests, amendments, cancellations, and responding to customer communication in line with ISO standards. The successful candidate will also assist the Operations Manager, deputise in their absence, and support with training new starters.


A typical day may include:



  • Deputising for the Team Manager in their absence to ensure the branch continues to run efficiently
  • Assisting the Team Manager in supporting consultants with any training needs and assisting and supporting with new starters to ensure the buddy scheme is effective and the starter is integrated into the team
  • Processing reservations, amendments, and cancellations as requested by the client in a timely and accurate manner and in accordance with company standards and ISO procedures manuals
  • Dealing with ticketing and re-issues
  • Taking ownership of complex customer enquiries received in writing or over the telephone
  • Offering a variety of flight options, explaining fare rules when booking flights
  • Converting general enquiries into actual bookings using all available tools and technology
  • Monitoring queues and ensuring all communication, both written and verbal, is professional, accurate, and conducted in a timely manner
  • Providing advice on destinations, best/most cost-effective carriers, etc.
  • Take ownership and responsibility for all client queries handled until successfully concluded
  • Supporting commercial agreements that are in place
  • Ensuring the highest level of customer service is offered to internal and external customers at all times
  • Logging and dealing with customer complaints and reducing future issues, escalating where necessary
  • Accurately processing data and issuing invoices to ensure compliance with ISO standards
  • Maintaining and developing relationships with key clients
  • Utilising account management skills to retain and grow business
  • Ensuring full support is given to key preferred suppliers
  • Supporting commercial agreements that are in place
  • Ensuring all communication, both written and verbal, is professional, accurate, and conducted in a timely manner
  • Accurately processing data and issuing invoices to ensure compliance with ISO standards
  • Achieving own sales target and leading by example at all times

Your Background


To be successful in this role, you will need to demonstrate extensive experience working as a Business Travel Consultant (experience in the sports travel industry would be highly desirable but not essential). You should possess previous experience booking flights and coordinating bookings, with ticketing experience being highly advantageous.


You will need to demonstrate experience dealing with high volumes of email and call requests, processing complex travel bookings, and have excellent worldwide travel knowledge. Proficiency in using travel booking systems, including a GDS, and strong IT skills, particularly with Microsoft packages (Excel, Word), are also essential.


Additionally, you will need to have excellent customer service skills, be accurate with the ability to follow complex instructions, and have the ability to work within a team environment to achieve team/department objectives. Exceptional communication skills, both verbal and written, are required, as well as being well-organised and quick to prioritise workload.


You will also need to have the ability to think logically and consider all relevant aspects with strong analytical skills, be flexible and able to prioritise tasks in line with business objectives, and be able to work under pressure and to tight deadlines.


About the Salary


The estimated salary for this role is around $80,000 - $120,000 per annum, depending on experience.

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