GROUPS RESERVATIONS TEAM MANAGER

Total package
£30,000 plus bonus and pension contribution.

Contract
Permanent

Location
Cheshire Oaks, UK

Shift pattern
37.5 hours per week on a rota basis between 08:00 – 19:00, Monday – Friday.

You’ll want to know about the department that our role is in…

Our tight-knit Groups Support team are our service smashers, delivering outstanding service to our partners in the UK and North America by phone or email. With a specialist customer base including schools, tour operators, VIPs and more, they’re the absolute pros when it comes to handling complex bookings with a problem-solving mindset that allows us to deliver the legendary service we’re known for.

The role:

Do you want to make an impact on our growing business? We’re looking for an experienced Groups Reservations Team Manger with a focus on driving sales by setting targets, monitoring success rates and actively coaching & developing team members.

Tasks & responsibilities include:

  • Daily assistance of team members to prioritise workloads and allocate jobs to the team
  • Quality control of emails and calls, ensuring excellent service standards are achieved
  • Improving processes and efficiencies of the department to reduce errors
  • Driving and leading process improvements by ensuring team sales targets are achieved
  • Improve call stats by streamlining processes and reducing call volumes
  • Working closely with the Groups Operations Team Manager to ensure a smooth, exceptional customer journey from start to finish
  • Working closely with the Systems & Partnerships teams to escalate and communicate any system faults as needed
  • Dealing with team escalations, including investigating errors to minimise costs
  • Putting rotas in place to cover all shift patterns
  • Creating and implementing staff PDPs
  • Boosting productivity while maintaining a high level of staff morale
  • Assisting with training plans and recording of staff achievements
  • Communicating effectively with other teams within Tour Operator Partnerships and the wider business when required
  • Assisting with Tour Operator system training
  • Monitoring and reporting weekly service levels
  • Recognising market trends and using the information to increase figures and brand awareness
  • Monitoring and monthly reporting of the team’s write-off and potential write-offs

The successful candidate will:

  • Have previous Reservations team management experience in an operational sales environment with monthly targets
  • Have previous experience with managing team members
  • Ideally have travel industry experience, particularly within a Flights or Groups department
  • Ideally have knowledge of airline GDS
  • Be commercially astute with a strong customer service ethic
  • Have a good knowledge of Microsoft Excel & Word
  • Maintain high levels of accuracy with great time management skills
  • Be committed to people development
  • Be a committed, enthusiastic and supportive team member
  • Aim to ‘self-learn/develop’ skills and understanding of industry practices
  • Be aware of the company’s goals and strive to achieve at every opportunity
Apply now

About the Travel Innovation Group

As renowned travel industry heavyweights (if we do say so ourselves), the Travel Innovation Group offer a wealth of unique services via our three companies; Lime, Aviate and Calrom.

So what exactly do we do? It all began with our boutique service and market-leading tech, connecting the travel trade with the world’s leading airlines and most recognisable travel brands. Thanks to this foundation, our growth continues to skyrocket with new, exciting products launching regularly, from cruise packages to luxury hotel booking services. What can we say – we’ve always been innovators at heart!

Our offices, people and partners now span the globe, but the hub of the action remains at our thriving Cheshire Oaks (UK) HQ and we’re looking for exceptional talent to work with us, succeed with us and grow with us.