Groups Support Team Leader

GROUPS SUPPORT TEAM LEADER - ACROSS AUSTRALIA

Job Type: Full Time

Location:Hybrid 

Reporting to: Operations Manager

Job purpose:

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.

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 Groups Support team to ensure efficient handling of group bookings and supplier coordination.
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. Define 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. Oversee data consolidation and reporting to ensure accuracy and clarity.
8. Foster a positive, inclusive, and collaborative team culture.

Group Reservation Support Tasks

1. Action bookings, amendments, and cancellations on group files and group series as instructed by Group Consultants
2. Liaise with suppliers to confirm, amend or cancel services
3. Maintain accurate records and ensure deadlines are met
4. Communicate updates to Groups Consultants in a timely manner.Assist Groups Consultants by actioning booking, amendments or cancellations requests, in line with processes.
5. Action emails from Group Consultants with urgency
6. Email suppliers from Tourplan to book, cancel or amend services as required in Group booking.
7. Ensure supplier confirmations are received in a timely manner and filed appropriately.
8. Enter and update details accurately in booking systems (Tourplan) and group files.
9. Ensure hotels provide full T&C's at time of confirmation and advise Consultant.
10. Monitor deadlines for deposits, final payments and cancellations
11. Assist with inserting rooming lists and booking confirmation for pre-booked suppliers in Tourplan for Group Series.
12. Assist with finalising Group files by sending final reconfirmations to suppliers.
13. Assist to create Tour Leader run sheets for tours and events
14. Create final documentation for agents

Supplier Liaison

1. Communicate with suppliers (e.g. hotels, coach companies, tour operators, attractions) to secure services and confirm amendments or cancellations.
2. Resolve discrepancies with suppliers promptly and professionally
3. Build and maintain strong working relationships with suppliers
4. Communication & Team Support
5. Advise the Group Consultant immediately when a booking has been confirmed, amended or cancelled so they can update the agent accordingly.
6. Communicate with Group Consultant straight away if services are unable at time of booking
7. Work collaboratively with Group Consultants to support the delivery of seamless service to agents.
8. Escalate issues to the Group Consultants or Manager when necessary

Administration & Accuracy

1. Maintain organised and accurate records across all group files
2. Double-check booking details to ensure accuracy in pricing, dates, times and services.
3. Assist with general administrative tasks as required within the Groups Department

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. Good destination knowledge
6. Able to work effectively under pressure and meet deadlines
7. Enjoy working with people and work in a team
8. Ability to learn
9. Ability to answer questions, and be patient with team members and suppliers

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?

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