Group Operations Support Team Lead

Group Operations Support Team Lead – Goway GroupsOnly

Job Type: Full Time
Location: Hybrid 
Reporting to: Operations Manager / Director of Commercial & Operations 

Job purpose: 

Your role is to be an active part of the team and to lead and oversee the daily operations of the GroupsOnly Operations Support team, ensuring smooth coordination with the North American Operations Team in assisting in providing exceptional support to the sales team and service delivery.

What will be your key responsibilities? 

To ensure the team is performing efficiently and meeting the standards and goals.

Leadership Duties

1. Lead, coach, and support the GroupsOnly Operations Support team to ensure efficient handling of tasks assigned.
2. Onboard new hires with a strong introduction to our tools, culture, and workflows.
3. Deliver training that sets new team members up for success from day one.
4. Help to redefine and implement KPIs that align with team and company objectives.
5. Conduct regular performance reviews and provide actionable feedback.
6. Maintain performance dashboards and lead improvement initiatives.
7. Foster a positive, inclusive, and collaborative team culture.

Group Operations Support Team Lead Tasks

• Lead to Quote/Opportunity: Build the quote in internal system, including pricing based on the Group Specialist Quote & ensuring the original quote is saved correctly in internal systems.
• Quote/Opportunity to Booking: Convert an opportunity to a booking, prior to doing, check dates match and also check supplier & costing are updated if required. Prepare documents for the booking stage.
• Accounting: Update invoices when payments are received online or process payments if manual forms are received.
• File Maintenance: update the status of the file to reflect payments/names received in internal system.
• Air: Add names, TSA & contact information to group PNR's and assist in preparation for ticketing

Personal Requirements

1. Excellent written and verbal communication skills
2. Good organisational skills, able to prioritise and manage multiple tasks
3. Strong computer skills and the ability to use Microsoft & other applications (Canva experience is an advantage)
4. High attention to detail and accuracy
5. Able to work effectively under pressure and meet deadlines
6. Enjoy working with people and work in a team
7. Ability to learn
8. Ability to answer questions, and be patient with team members
9. Aptitude for numbers and accuracy, with strong writing and grammatical abilities.
10. Enjoy change and be adaptable as GroupsOnly heads into an exciting new phase in the next 6 months

What are we looking for? 

• Travel Industry Qualifications
• 2 years' experience in Group Travel and/or Travel Operations
• Previous experience in travel support role preferred
• Familiarity with group travel operations
• Proficiency in Microsoft Office Suite, and basic working knowledge of Amadeus.

What can you expect from Goway? 

Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another: 

• 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. 

Recruitment scams & fraud warning: 

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway. 

About Goway 

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more