Current Opportunities at Travelopia

The Opportunity:

• The Operations Specialist is responsible for processing reservations after conversion, confirming services, working closely with hotels, sightseeing suppliers, transfer companies, and issuing travel documents. The position also involves assisting passengers with any travel issues while they are in Europe.

What You Will Be Doing:

• Provide excellent customer service, support, and information to all company personnel and
• customers
• Accurately quote, confirm, and issue rail tickets and reservations using different systems
• Assist with training staff
• Accurately process requests and confirmations for hotels, transfers, sightseeing, and cars while following company policies and procedures
• Assist supervisors and managers with customer service emails, research, follow-up, and calls
• Ability to make independent decisions with customers and coworkers while maintaining our customer service standards and financial profitability
• Support reservation staff
• Maintain ongoing communication with supervisor or manager about procedures and problems and offer suggestions for resolutions
• Timely response to all co-workers and customers; following through with resolution
• Process email correspondence
• Quality control of customer itinerary and final documentation to clients
• Process and ship travel documents
• Participate in the emergency duty rotation, which includes being on-call during local festivities and/or night shift 2-3 times per year
• Other tasks assigned by the Supervisor or Manager

What We Are Looking For:

• Minimum education requires a high school diploma
• Experience in the travel industry is a requirement
• Proficient in written and spoken English (additional language skills such as Italian, French, and German are an advantage)
• Ability to work well independently and as part of a team
• Good time management and ability to multitask
• Courteous and professional telephone manner
• Passionate about providing excellent customer experience
• Proven track record to work under pressure and meet deadlines
• Proficient in MS Office, including MS Excel, MS Word, Outlook
• Proficiency in Amadeus and Rail Europe ERA system a plus
• Capacity to work with computerized operations system
• Ability to communicate efficiently and effectively with individuals from a diverse set of backgrounds and cultures.
• Ability to use creative skills to suggest new service ideas
• Positive attitude and confident
• Negotiation skills

Working conditions:

• Monday – Friday, between the hours 08.00 am and 7.00 pm for an eight (8) hour day of work plus 1-hour unpaid lunch break. Saturday and Sunday: 1 weekend approx. every 4 weekends rotation
• This position is required to participate in the emergency duty rotation, which includes being on call during local festivities and/or night shift, 2-3 times per year
• This position is eligible for hybrid working in our office in Cape Town.
• What we offer:
• Competitive salary
• Various employee discounts and offers
• Career progression opportunities

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The Opportunity

• The Operations Supervisor is responsible for leading all aspects of the department's day-to-day, coordinating tasks for the team, and ensuring they are done properly and on time. The supervisor is also in charge of approving vacation time and ensuring plans are in place to cover the workload of absent employees, leading weekly record keeping of time worked.
• The Operations department is responsible for processing reservations after conversion, confirming services, while working closely with hotels, sightseeing suppliers, and transfer companies, and issuing travel documents. The department is also responsible for assisting passengers with any travel issues while they are in Europe.
• In addition to working alongside the staff and developing the structure of the department, the supervisor will be instrumental in training, motivating, and counseling the staff as necessary to achieve high productivity and customer service.

What You Will Be Doing:

• Oversee workflow to assist employees in knowing their job responsibilities and delegated duties
• Assists the team members in balancing priorities and managing their workload, so the team's critical metrics are consistently achieved
• Train new team members and ensure existing team members are kept informed of changes and new information
• Keep track of employee's schedules and vacation time
• Mentor employees by giving them constructive feedback, and being their primary point of contact
• Proactively provides feedback and works with management to develop solutions to improve processes
• Evaluate and motivate employee performance to achieve short and long-term objectives
• Ensure the team efficiently and accurately processes service confirmations in the system while following all company policies and procedures, maintaining quality standards through regular checks
• Encourage employee engagement while building a positive atmosphere at work, mediating disputes, facilitating communication, and promoting resolution among the team.
• Address inquiries and complaints from customers while they travel
• Cultivate partnerships and strategize to manage the team’s workload
• Communicate effectively with suppliers from all over Europe, ranging from hotels, DMC, transportation companies, tourist attractions, and any other services
• Ensure Europe Express’s safety management system is followed
• Support the Reservations Team to ensure seamless delivery of FIT services
• Participate in the emergency duty rotation, which includes being on-call during local festivities and/or night shift 2–3 times per year
• Other tasks assigned by the Manager or Director

What We Are Looking For:

• Experience in operations or after-sales within the travel industry
• 2 years of experience leading a global team within the travel industry
• Fluent in written and spoken English (additional language skills such as Italian, French, Spanish, and German are an advantage)
• Self-motivated, demonstrating the ability to work independently and as a team player
• Ability to solve conflicts and meditation 
• Ability to work effectively in diverse environments, showing adaptability and flexibility
• Ability to cultivate inclusion
• Excellent communication skills, presenting information and ideas professionally with clarity & confidence, while being open, honest & objective
• Experience working in complex back-office computer systems
• Well-organized and driven to excel in a fast-paced environment
• Ability to demonstrate a consistently high level of attention to detail and accuracy
• Proficient in MS Office, including MS Excel, MS Word, Outlook
• Knowledge of Amadeus or other GDS is a plus.