Travel & Experience Operations Manager

Travel and Experience Operations Manager

**SPORTS TRAVEL AND HOSPITALITY LIMITED**

**Registered office**:Level 40, Governor Macquarie Tower, 1 Farrer Place, NSW 2000, Sydney, Australia
**Company number**:638 319 543

**Title of Position**:Travel and Experience Operations Manager
**Reports To**:Head of Travel & Tourism
**Office Location**:Sydney, Australia

**ROLE OVERVIEW**

This role is responsible for overseeing the Consumer & Tourism Experience portfolio and the operational execution of the Official Travel Agent (OTA) Program and direct-to-consumer (D2C) sales channels for key events in Sydney. The position plays a key role in delivering seamless, tourism and event experiences for diverse customer segments across both our international and domestic markets.

Reporting to the Head of Travel & Tourism, the role collaborates on the design and contracting of tourism products and exclusive experiences. It also ensures clear, consistent communication with Account Managers within the Official Agent Program tracking their sale requests as well as with the Sales team.

**MAIN ACCOUNTABILITIES**
- **Operational Strategy**:Execute the Official Travel Agent (OTAs) and Direct-to-consumer (D2C) operational strategy to deliver exceptional consumer and tourism experiences before and during the tournament.
- **Product Creation**:Lead the development and innovation of unique consumer and tourism products and experiences to create compelling travel offerings that align with OTA and D2C market needs.
- **Logistics Management**:Oversee the planning, coordination, and execution of on-the-ground logistics for all travel and experience programs to ensure smooth and efficient operations across the portfolio.
- **Supplier Management**:Manage supplier relationships to meet contractual obligations and deliver high-quality services.
- **Client Relations**:Act as the key operational point of contact for Official Travel Agent Account Managers, and direct Sales team customers to ensure consistency and satisfaction across all touchpoints.
- **Cross-functional Collaboration**:Collaborate with internal departments, including sales, marketing, customer service, and delivery teams to ensure integrated and aligned operational execution.
- **Performance Monitoring**:Monitor performance metrics across experience delivery to identify and drive continuous improvement opportunities.
- **Regulatory Compliance**:Ensure compliance with local regulations, event guidelines, and safety standards to maintain legal and operational integrity.
- **Risk Management**:Implement risk management strategies to resolve operational issues in real time and safeguard program delivery.
- **Staff Management**:Recruit, train, and manage event-time staff and volunteers (if required) to support the seamless delivery of experiences.
- **Budgeting & Cost Control**:Support budgeting and cost control initiatives across travel and experience operations to maintain financial efficiency and accountability.

**KEY EXPERIENCE**
- **Event Management**:Demonstrated experience in managing large-scale consumer travel or hospitality programs, ideally in a major sporting or live event context.
- **Customer Experience**:Proven success in delivering premium customer experiences in a fast-paced, high-pressure environment.
- **Operations Management**:Strong background in operations management with expertise in vendor and stakeholder coordination.
- **Relationship Management**:Experience working with third-party travel agents and direct consumers simultaneously.
- **Problem Solving**:Adept at problem-solving with the ability to make data-driven decisions in real time.
- **Tourism Product Ideation**:Experience in development and innovation of unique tourism products and experiences, leveraging market insights and customer trends to create compelling travel offerings.

**DESIRABLE COMPETENCIES**
- **Communications**:Demonstrates high emotional intelligence with excellent communication and interpersonal skills to build strong relationships, adapt messaging to diverse audiences, and foster collaboration.
- **Multitasking and Time Management**:Effectively manages multiple priorities with strong time management skills and keen attention to detail to ensure high-quality, timely delivery across competing tasks.
- **Problem Solver**:Displays resilience and a solution-focused mindset, remaining composed under pressure and proactively resolving challenges to maintain momentum and deliver outcomes.
- **Strong Commercial Acumen**:Sound budget management skills to make informed business decisions, optimise financial performance, and support strategic objectives.
- **Tourism Bodies Knowledge**:A comprehensive knowledge of local and international tourism trends, cultural heritage, and sustainable travel practices to effectively promote and manage tourism destinations within Australia.

**WHO WE ARE**

STH Group is a Sodexo Live company, with offices in London, Miami, Auckland, Melbourne and Sydney, enab