General Manager Operations

**The Role**:
Are you a General Manager who is motivated to exceed guest expectations, lead a team from the front, and thrive when taking on new challenges? Are you innovative and experienced at developing new opportunities and experiences?

Are you ready to work with some of the most globally recognised tourism and travel brands on the planet?

An integral part of the leadership team and reporting directly to the CEO, the role is crucial to the success of the AAT Kings Group, its reputation, and our ability to succeed. The GM of Operations and Experiences will work closely with the CEO and CMO on the Groups’ future product aspirations, innovation, and delivery, whilst being empowered to inject your own flair and unique stamp on the future of our brands. By tapping into and being able to express Australia and New Zealand’s unique and rich depth of cultural and natural beauty you will ensure that AAT Kings, Inspiring Journeys, SEIT and Down Under Tours are positioned to thrive.

The role is the lead on partnerships with TTC’s formidable stable of global brands and the delivery of their Australian and New Zealand programs. You will inform, craft and curate unique experiences that separate brands such as Trafalgar, Insight Vacations, Luxury Gold and Contiki from their competitors.

You will lead, develop, and mentor our high performing Operations & Experiences team to oversee and deliver all touring and guest experiences around Australia and New Zealand, from single day adventures - through to cross continent exploration and long-range touring. Working in a dedicated and fast-paced team, and aligning with our passion for outstanding customer service, you will lead the delivery of our existing touring experiences and the development of new and innovative offerings.

**How you will spend your time**:

- Actively promoting an environment that fosters safety, care and wellbeing of our team, our guests, and our operating partners (because you’re passionate about people)
- Pursuing new and innovative ways to connect our guests with the phenomenal destinations across Australia and New Zealand.
- Lead training and development for your dispersed team ensuring service delivery standards align with AAT Kings exceptional guest service standards and strategy.
- Reviewing business processes and systems to seek out efficiencies, increase profitability and develop our guest services and experiences to further greatness.
- Adapting to and communicating changes in market/operating conditions, whilst maintaining relationships and service delivery.
- Establishing and maintaining meaningful partnerships with product providers and those that are key to our success.

**We’d love to talk to you if you have many of the following**:

- A seasoned operator with an ability to deliver to exceptional standards
- A demonstrated track record of developing new, innovative product and the ability to back it up by delivering it on the ground.
- A passion and drive for outstanding service level standards, combined with a demonstrated history of developing, coaching, and mentoring your team towards this (your high staff retention will speak volumes about your leadership).
- Exposure to Teams/O365 to collaborate with your department to ensure that expectations and guidelines are delivered consistently and to the highest standards.
- An infectious positivity and ability to motivate your team.
- Resilient, calm and an ability to manage dynamic and pressure situations.
- Relevant experience, qualifications and senior leadership exposure that demonstrates your solid business acumen and suitability for the responsibility, management, profitability and strategic direction of our Operations and Experiences team.

**The Team**:
Our warm, friendly and knowledgeable Operations team are the ones who bring this all to life, and with your leadership will continue to provide amazing experiences that surprise and delight every guest that travels with us, as well as expand the way we travel in new and exciting ways.

The Operations and Experiences team is the heartbeat of the company, setting and measuring the standards across our products, caring for our guests 24/7 at the front line with our Driver Guides and Travel Directors, and backing this up with logistics and product support to ensure every experience is memorable.

The team you lead are responsible for every experience, with an emphasis on maximising the opportunities within the existing product range and seeking out the new to ensure we are set to take advantage of the post covid global travel demand.

**Benefits**
- Staff travel discounts for family and friends
- 12 weeks paid parental leave - eligibility criteria applies
- 2 days paid leave per year for volunteer opportunities of your choice (paid at your base rate of pay).
- Employee Assistance Program
- And finally, the joy of being surrounded by likeminded people who are passionate about travel and just a fun, engaging and energetic cult