Booking Operator

ABOUT THE COMPANY

We are an Australian tour operator offering iconic walks worldwide. Since 2002 we have

blazed new trails in the pursuit of authentic, rewarding and life-affirming travel experiences.

By providing excellent customer service and insights, we enrich people's lives and empower them to realise their travel dreams – taking on the challenge of completing some of the world's most iconic walks, while benefiting the places and people they visit. Each traveler we inspire to complete one of the world's most iconic walks has a compelling tale to tell.

We have an experienced, dedicated passionate team in our Mornington head office, and expert guides and support staff on the ground in Europe, Japan and Australia. Our staff have many things in common, including a passion for walking, a love of adventure travel in beautiful and historic locations, and the ability to go above and beyond to make our clients' travel dreams become a reality.

ABOUT THE ROLE

In this dynamic and diverse role you will coordinate the operations of our Camino trips to ensure every client has an excellent experience, and trips are run to budget and according to RAW standards. From the moment clients have booked a trip with RAW, you will be responsible for ensuring services are requested from suppliers, client documentation is received 8 weeks before departure, and issues are effectively handled. As the Camino Operations Coordinator you are required to have in-depth knowledge of the product range, oversee risk management, monitor client feedback, and drive improvements in our products and client experience.

You will report to the Operations Manager and work closely with the colleagues in operations, our sales travel product specialists, Destination Managers and suppliers. This is a fantastic opportunity for someone who loves working in a dynamic and collaborative environment, and streamlining processes and systems. The ability to priorities amongst competing demands and be an efficient manager of your own time is a key requirement of this role.

DESIRED ABILITIES & EXPERIENCE

● Strong, relevant experience in service or tourism-based sector, ideally in adventure travel

● Excellent organizational skills and attention to detail

● Results oriented with the ability to use initiative

● Excellent communication skills and attention to detail

● Collaborative work style and excellent interpersonal skills

● Proficient in using cloud-based systems such as a CRM or reservations system

● Experience with costing trips that are priced competitively and profitably

● Ability to successfully oversee the successful resolution of any emergency situations

● A natural problem solver with a knack for identifying solutions

● Ability to priorities and keep clearly focused on delivering key objectives

● Proven ability to look for processes and systems improvements

● Ability to coordinate with our field staff and suppliers in a professional and courteous manner

● Experience training internal teams on processes, policies and procedures

PRIMARY ACCOUNTABILITIES

● Develop an in-depth knowledge of the product range and continuously develop existing trips to

offer the best travel experiences for our guests and to meet changing demands

● Requesting and re-requesting accommodation and other services as needed

● Conduct product training to staff as required

● Develop and improve operational processes and procedures

● Successfully oversee resolution of emergency situations that may occur on trips

● Become an expert on our key products in order to find solutions to issues and improvements as

needed

● Keeping templates in our reservations system up to date and on occasion enter new bookings

in VT to support sales

● Sourcing new hotels, add maps, pictures and correct rates in our reservations system

● Assistance with set mark-ups and delivery of pricing strategy, ensuring trips are profitable

● Monthly reconciliation with hotels and keeping payments sheet up to date

● Consistently monitor product performance, through client feedback, paying particular attention

to accommodation quality and price adjust each confirmed trip

● Prepare App and documents 8 weeks before departure

● Liaise with management including operations, sales and finance

● Direct and assist ground staff and leaders

● Assist with coordinating product development and new product roll out

GENERAL ACCOUNTABILITIES

● Loading product and prices on the reservations system

● Communicate effectively with all suppliers and office staff and ground staff.

● Adhere to RAW Travel's company safety and responsible travel policies

● Drive company culture and values

● Deal with any queries from supplier

● Work with product and operations staff to ensure trips meet customer expectations

● Evaluate and monitor trip feedbacks

● Assist the sales team and operations manager with specific tasks or projects as and when

required