Groups Support Team Leader

Overview GROUPS SUPPORT TEAM LEADER - ACROSS AUSTRALIA Job Type: Full Time | Location: Hybrid | Reporting to: Operations Manager Your role is to lead and oversee the daily operations of the Groups Support team, ensuring smooth coordination of group travel logistics and exceptional service delivery. Responsibilities Lead, coach, and support the Groups Support team to ensure efficient handling of group bookings and supplier coordination. Onboard new hires with a strong introduction to our tools, culture, and workflows. Deliver training that sets new team members up for success from day one. Define and implement KPIs that align with team and company objectives. Conduct regular performance reviews and provide actionable feedback. Maintain performance dashboards and lead improvement initiatives. Oversee data consolidation and reporting to ensure accuracy and clarity. Foster a positive, inclusive, and collaborative team culture. Action bookings, amendments, and cancellations on group files and group series as instructed by Group Consultants Liaise with suppliers to confirm, amend or cancel services Maintain accurate records and ensure deadlines are met Communicate updates to Groups Consultants in a timely manner. Assist Groups Consultants by actioning booking, amendments or cancellations requests, in line with processes. Action emails from Group Consultants with urgency Email suppliers from Tourplan to book, cancel or amend services as required in Group booking. Ensure supplier confirmations are received in a timely manner and filed appropriately. Enter and update details accurately in booking systems (Tourplan) and group files. Ensure hotels provide full T&C’s at time of confirmation and advise Consultant. Monitor deadlines for deposits, final payments and cancellations Assist with inserting rooming lists and booking confirmation for pre-booked suppliers in Tourplan for Group Series. Assist with finalising Group files by sending final reconfirmations to suppliers. Assist to create Tour Leader run sheets for tours and events Create final documentation for agents Communicate with suppliers (e.g. hotels, coach companies, tour operators, attractions) to secure services and confirm amendments or cancellations. Resolve discrepancies with suppliers promptly and professionally Build and maintain strong working relationships with suppliers Advise the Group Consultant immediately when a booking has been confirmed, amended or cancelled so they can update the agent accordingly. Communicate with Group Consultant straight away if services are unable at time of booking Work collaboratively with Group Consultants to support the delivery of seamless service to agents. Escalate issues to the Group Consultants or Manager when necessary Maintain organised and accurate records across all group files Double-check booking details to ensure accuracy in pricing, dates, times and services. Assist with general administrative tasks as required within the Groups Department What are we looking for? Travel Industry Qualifications 2 years’ experience in Travel Operations Previous experience in travel support or reservations role preferred Familiarity with group travel operations Computer literacy, including proficiency in Microsoft Office Experience with booking systems (Tour plan knowledge and advantage) What can you expect from Goway? We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year. Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage. Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation. Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways. Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions. Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted. How to Apply If this role feels like your next step, click Apply Now to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step. Important notices Recruitment Scams & Fraud Warning: Please be aware of suspicious emails or messages from individuals pretending to be recruiters or senior Goway personnel. We will never ask you to install an app during recruitment. If you receive such a message, ignore it and report it to Goway. About Goway: Goway was founded in Toronto in 1970 and is a global leader in tailor-made travel with hubs in multiple cities. We are committed to diversity, equity, inclusion, and sustainable tourism. IsExpired: false #J-18808-Ljbffr