Operations Specialist

Job Description:

Position: Operations Specialist
Contract: Full Time
Department: Operations
Location: Cheltenham/London
Reports to: Regional Operations Manager

ROLE PROFILE

PURPOSE:
To provide operational and documentation support across the guest journey ensuring all logistical and administrative elements are delivered with precision and professionalism. This role is integral to maintaining the smooth flow of information between departments ensuring accurate documentation and supporting the delivery of exceptional service from guest confirmation through to travel.

RESPONSIBILITIES:

Administrative Support

• Support the Sales team with administrative tasks including confirmation documents final documents itinerary updates and guest communications.

• Administrative support may include Tailormade Chairmans Club Groups and Villa bookings across all brands

• Appropriate ad hoc requests between confirmation and departure

• Ad Hoc requests for Educational including agents & PR trips

• Ensure all documentation is accurate timely and aligned with brand standards.

• Verify that confirmed services and costs match between suppliers and the reservation system.

• Liaise with internal departments to ensure smooth handover of bookings and guest information.

• Print and post documentation when required.

Guest Journey Coordination

• Reconfirm all services to ensure guest expectations are met.

• Collect and process personal data (GIF) in the reservation system and GDS.

• Perform system checks within the GDS.

• Cover phones and assist with guest queries related to documentation and Guest Information Forms.

Group Operations

• Coordinate the successful operation of the group tour portfolio.

• Prepare final rooming lists in line with supplier deadlines.

• Liaise with the Air team to ensure flights are issued on time and within airline deadlines.

• Ensure accurate client documentation from confirmation to final documents.

• Communicate with clients regarding group tour amendments and provide visa support documentation.

Process & System Support

• Maintain and update internal systems with booking and guest information.

• Identify opportunities to improve administrative processes and support implementation of new tools and technologies.

• Ensure data accuracy and compliance with internal procedures.

Team Collaboration & Communication

• Lead the review and optimisation of operational processes.

• Champion adoption of new systems and tools to enhance efficiency and guest experience.

• Collaborate with IT Product and Sales teams to ensure operational readiness for new launches.

EXPERIENCE & QUALIFICATIONS:

Essential:

• Previous experience in an administrative or sales support role within travel hospitality or a related industry.

• Strong organisational skills and attention to detail.

• Excellent written and verbal communication skills.

• Proficiency in Microsoft Office and CRM systems.

Desirable:

• Experience in luxury travel or tour operations.

• Familiarity with itinerary production and guest documentation.

• Understanding of travel systems and booking platforms.

PERSON SPECIFICATION:

• Guest-focused with a commitment to service excellence.

• Proactive and adaptable with a problem-solving mindset.

• Able to work collaboratively across teams and departments.

• Calm under pressure and able to manage multiple tasks effectively

• Enthusiastic and positive attitude with a willingness to learn.

WHAT WE OFFER:

This Role Profile highlights the key responsibilities but is not intended to be exhaustive.

If you have any queries about the position please email

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race sex disability religion/belief sexual orientation or age.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.