Distinctive World Travel
Operations Executive
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ABOUT US - DISTINCTIVE WORLD TRAVEL
We’re a small UK Specialist Tour Operator selling tailor-made holidays, predominantly through a network of independent travel agents across the UK, as well as a small number of direct clients.
We were founded in 2006 and have expanded slowly to our current team of nine and don’t have plans to grow much above this number. We’re more focussed on maintaining high standards and an enjoyable work environment than high volumes and aggressive expansion plans!
As a small team, individual members of staff have genuine responsibility and the opportunity to influence how the company works. We combine detailed destination knowledge and personal service with an increasing focus on using technology to make our systems smarter and more efficient. If you enjoy detail & organisation, problem-solving, relationship building…and making complicated things run smoothly, this is an opportunity to become an important and valued member of our team.
FULL-TIME OPERATIONS EXECUTIVE
THE ROLE
We’re looking for a highly organised, conscientious and proactive Operations Executive to join our small, experienced team. This is a key role responsible for helping ensure that our clients’ holidays run smoothly from the point of booking through to departure.
You’ll work closely with our Operations Manager, Sales team and our UK Travel Agent and overseas partners, checking arrangements, resolving issues and making sure that every element of a booking has been correctly confirmed and documented.
As a specialist, tailor-made tour operator, many of our holidays are complex and involve multiple hotels, transfers, tours, flights and suppliers. Attention to detail is therefore essential. Over 90% of our business is through independent travel agents, so the ability to build relationships with them is also integral to the role.
We’re also continually looking at ways to improve the way we work. An important part of this role will be identifying repetitive or inefficient processes and helping us use technology and automation to make our operations more efficient, while retaining the personal service and attention to detail that are central to the business.
CONTRACT
- LOCATION: Fully Remote (radius of 1hr drive of Cheltenham an advantage)
- HOURS: Mon-Fri: 09.00am - 5.30pm (NO overtime/weekend hours required)
- SALARY: from £28k pa depending on experience
- PROBATION PERIOD: 6-months
- HOLIDAY ALLOWANCE: 20 days + Bank Holidays (plus 1 extra day per full year of employment up to 25 days max)
- FAM Trips: 1 x FAM Trip per year (after 1st full year of employment).
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KEY RESPONSIBILITIES
Booking Operations
- Manage and monitor confirmed bookings from sale through to departure.
- Check booking details against quotations, supplier confirmations and internal records.
- Ensure all ground arrangements have been correctly booked and confirmed.
- Liaise with DMCs, hotels, suppliers to resolve discrepancies or outstanding arrangements.
- Monitor booking deadlines, option dates, payment dates and other operational requirements.
- Amend existing bookings and ensure changes are accurately communicated and recorded.
- Identify potential problems before they affect the client and take ownership of resolving them.
Documentation & Final Checks
- Carry out detailed pre-departure checks on client bookings.
- Ensure names, dates, flights, hotels, room types, meal arrangements, transfers and tours are consistent across all documentation.
- Prepare and check final travel documentation.
- Ensure special requests/important client information communicated correctly to suppliers.
- Maintain accurate and complete booking records.
Supplier & Internal Communication
- Build effective working relationships with our UK Travel Agent clients, direct clients and overseas partners and suppliers.
- Work closely with Sales team to clarify booking requirements & resolve operational queries.
- Liaise with Product Director where supplier, hotel or destination issues arise.
- Communicate clearly & professionally by email and telephone, both internally and externally.
Systems, Processes & Automation
- Help maintain accurate information within our booking and operational systems.
- Identify repetitive tasks, unnecessary duplication, areas where errors are most likely to occur.
- Assist with the development of checklists, templates, auto checks and process improvements.
- Be comfortable learning and using new technology, inc AI tools where appropriate.
- Ensure that operational procedures are documented, consistent and easy to follow.
Problem Solving
- Respond calmly and efficiently when bookings do not go according to plan.
- Investigate discrepancies and find practical solutions with suppliers and colleagues.
- Prioritise effectively when several bookings or issues require attention simultaneously.
- Escalate significant issues appropriately while taking ownership of day-to-day resolutions.
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CANDIDATE PROFILE
Experience Required
- 2 yrs within the travel industry, ideally in tour operating, or a reservations or operations role.
- Experience of destinations in Latin America and/or Africa would be useful but is less important than having the right organisational skills and attitude.
Skills
- Excellent written and spoken English.
- Strong Microsoft Office skills, particularly Word, Excel & Outlook.
- Confidence working with spreadsheets and databases.
- An ability to learn new booking and operational processes quickly.
- Strong numeracy and accuracy.
- Good judgement and problem-solving ability.
- A willingness to question inefficient processes and suggest better ways of working.
- Some knowledge of Spanish and/or Portuguese would be an advantage but is not essential.
The Right Candidate
- Exceptionally well organised.
- Naturally attentive to detail.
- Comfortable taking responsibility for tasks and seeing them through to completion.
- Able to prioritise and work methodically when busy.
- Confident communicating with colleagues and suppliers.
- Practical and solution focused.
- Comfortable working independently as part of a small team.
- Curious about how systems and processes can be improved.
- Confident using technology and willing to learn new systems.
- Calm when dealing with problems or last-minute changes.
What Success Looks Like
- Catch potential mistakes before they reach the client.
- Reduce the amount of manual checking required.
- Improve consistency across our bookings.
- Respond more quickly to operational issues
- Be more proactive in offering concierge style services.
- Maintain accurate and reliable booking information.
- Create clearer and more efficient processes.
- Give Sales team confidence that once a booking is handed over, its operational details are being carefully managed.
- Allow the Operations Manager to spend less time on routine administration and more time overseeing the department and dealing with higher-level operational matters.
- Build strong relationships with our UK Travel Agent clients to enhance our reputation for reliability, professionalism and friendliness.
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