Position: Group Tours Manager
Reports To: Executive Manager & Managing Director
We curate, develop and operate group tours for a large Australian tour operator in various countries around the world. We do this through our own offices as well as working closely with partner DMC's.
We're looking for an experienced individual to manage the daily operations as well and development of new tours and annual renewal of existing tours in more than 10 destinations around the world.
Key Responsibilities
Team Supervision & Coordination
- Supervise and support daily operations of the Tours team to ensure smooth workflow and service delivery.
- Guide, train, and monitor Tours team Department staff working in back office operations, hotels, airports, and other venues we work with
- Coordinate and monitor reservations for Tours teams, including those based in other offices countries.
- Assist in onboarding and training new team members.
- Support annual staff performance reviews and provide input for appraisals.
Operations & Service Quality
- Monitor daily operations related to tours, close coordination with vendors, suppliers, and the operations team.
- Perform quality checks on tours to ensure company standards are met.
- Provide 24/7 operational support in case of emergencies, when required.
Reservations & Customer Handling
- Respond to customer inquiries and requests in a timely and professional manner.
- Send reservation details to suppliers and ensure accurate input of bookings into the system.
- Maintain good working relationships with customers and suppliers.
- Coordinate with internal departments to ensure bookings are handled correctly in all aspects.
- Follow up proactively on pending bookings, confirmations, and special requirements.
Reporting & Administrative Support
- Prepare and submit regular sales and operational reports to managing director
- Monitor department performance in terms of service quality, response times, and basic cost control.
- Coordinate with the Accounting team on invoicing and payment follow-ups.
- Carry out other operational duties as assigned by the Managing Director or Executive Manager
Requirements & Qualifications
- Proficient in Microsoft Office, especially excel
- Proficient numerical and analytical skills.
- Minimum 5 years experience in DMC, hospitality, or tourism operations.
- Minimum 2-3 years experience with Group Tours / group Series.
- Familiar with reservation systems and database management.
- Able to work independently and effectively as part of a team.
- Good command of English, both written and spoken.
- Detail-oriented, well-organized, and able to work under pressure.
- Capable of meeting deadlines with quick turnaround and accurate data processing.
