Operations Coordinator

Description:

You will play a crucial behind-the-scenes role supporting a team of client-facing Consultants. This role involves managing and executing administrative, logistical, and systems-based tasks required to deliver seamless, high-touch experiences.

Skills & Experience:

• 5+ years' experience in a similar role.
• Excellent organizational, time management, and communication skills.
• Strong problem-solving skills with meticulous attention to detail.
• Proficiency in Google Suite (Docs, Sheets, Drive) and modern reservation or CRM systems.
• Understanding of supplier relationships, itinerary logistics, and luxury guest expectations.
• Professional, personable, and proactive in both internal and external communications.

  Key Responsibilities:

  Financial & Reporting Oversight

  • Keep reservation and payment records current in coordination with finance and operations teams.
  • Assist with updates in financial systems (e.g., Xero) and liaise with external accountants as needed.
  • Track key performance metrics and ensure timely reporting to the leadership team.

    Reservations & Logistics

    • Manage the full reservation process post-invoicing, including accommodation, flights, transfers, and activities.
    • Collaborate with Consultants to review and finalize guest-facing documents (quotes, proposals, itineraries).
    • Coordinate logistics and maintain communication with suppliers to meet guest requirements.
    • Track financial components of each trip, including rates, levies, guide costs, and third-party service charges.
    • Ensure timely supplier payments and accurate filing of invoices and proof of payment.

      Systems & Data Management

      • Maintain updated, organized files on shared digital platforms to allow seamless team handovers.
      • Input and manage critical trip and financial data (e.g., payments, calendars, transfer schedules).
      • Troubleshoot reservations system issues and maintain efficient system functionality for the consultant team.
      • Provide ad-hoc support for reporting, financial tracking, and business intelligence needs.

        Customer Experience

        • Liaise with guests (as needed) before, during, and after travel to gather information, respond to queries, or resolve issues.
        • Maintain a solution-oriented approach with prompt response times (e.g., 24-hour email / 2-hour WhatsApp standards).
        • Ensure communications are friendly, professional, and error-free.

          Team Support & Business Operations

          • Manage consultants' inbox during periods of absence (rotational responsibility).
          • Assist with training material creation, internal process improvements, and special projects.
          • Support operational tasks such as