Ensure the smooth running of holidays through detailed coordination and direct communication with suppliers and customers.
Deliver excellent customer service by communicating effectively with customers and suppliers verbally and in writing.
Confirm accommodation details to customers.
Book flights, rail and ferries, taxis, entry tickets to tourist attractions and walking permits.
Update holiday booking records in system.
Update accommodation availability in system.
Be the first point of contact for customers when they are on holiday with queries.
Issue invoices to customers.
Making changes to customers holidays when unexpected issues happen, such as strikes and disruption to travel.
Attend office-based training on holiday destinations and travel to holiday destinations to gain and build familiarity and knowledge.
Out of hours phone duty on a rota (4 or 5 times per year)

Strong customer service experience gained from a contact/call centre, hospitality, travel agency, reception/front of house environment.
Experience of working in administration focused role.
Skills with technology systems such as sales/reservations/booking systems.
Experience of using an online telephony system.
Skilled with using Microsoft Office applications – Outlook, Excel, Word & Teams.
Strong computer literacy and numerical accuracy.
A genuine commitment to delivering the highest standard of customer service.
Resilience and the ability to stay calm, positive, and solutions-focused in a fast-paced working environment.
Strong telephone and interpersonal skills, with the ability to build rapport with customers.
Clear and confident written communication skills.
High levels of motivation, flexibility, and adaptability to changing priorities.
Excellent attention to detail and the ability to work swiftly and accurately under pressure.
Foreign language skills are desirable.
Experience with using a GDS or travel booking systems is desirable.
A passion for, and personal experience of walking holidays will be an advantage.

Enjoy 50% discount on holidays across all our brands
Additional annual leave when you choose to swap a plane for a train
Career pathing and continuous development opportunities
Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world
2 volunteer days each year to give back to what is important to you
A well-being resource hub and on site classes; yoga, boxercise, annual Steps challenge, employee assistance programmes, cash back health and dental plan
Hybrid working
Enhanced family leave allowances

Holiday Operations Executive

Key skills