Position Objective

A valued professional of the travel department, this role is responsible for the day-to-day management of all aspects of group, FIT extension travel, corporate and retail travel. Minimum 2 years’ experience and experience with Sabre, and Tramada.

Key Responsibilities

• Travel Management. Management of retail, and corporate reservations as allocated. Management of relevant PNR spreadsheets. Processing and accountability for group visa’s excluding online visa applications such as ESTA. Provide necessary advice and visa control to operations team
• Group Travel. Prepare and negotiate group travel quotes as required. Management of allocated group travel for both domestic and international programs including all accounting and documentation. Manage Sabre reservations, supplier reservations and related accounting via Tramada.
• Pre-& Post Extension Travel Management. Research and prepare appropriate packages for group extensions. Management of pre/post extensions, and customer service for delegates wanting to extend, including quotes, documentation and accounting.
• Delegate Relationship Management. Manage of delegate enquiries related to the program or their travel; accommodation, flights, transfer and overall program. Management of all travel related delegate communications; emails, delegate itineraries including pre-trip information, vouchers, confirmation letters and travel wallets.
• Budget and Financial Management. Ensure the travel components of a program are delivered as per the budget, address any increase or issues with the operations team or the customer. Ensure customer invoicing and payment is up-to-date. Supplier payments are only made when there is sufficient funds. Maintain correct foreign exchange rate. Strict management of the travel budget through requoting and negotiations supported by cost savings and value-adds. Provide regular updates to the operations team or customer with written approvals. Escalate issues to management.
• Supplier Relationship Management. Develop and maintain strategic supplier relations. Apply tactical and strategic approach to negotiations as required. Seek guidance and support. Ensure suppliers have been supplied with appropriate briefing, documents and reports from the time of engagement through to delivery. Ensure brochures and collateral are ordered and filed. Ensure supplier deadlines are met and payments are made as per the schedule. Avoid late fees and penalties. Ensure the operations team and or delegate are aware of key deadlines to secure travel arrangements.
• Research, Meeting and Presentations. Research destinations, products and market trends. Collaborate within your team and interdepartmentally. Attend client and supplier meetings during and outside of business hours as required.
• Troubleshoot. Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem. Anticipate where possible, manage the operations team, client or delegate expectations and challenges. Escalate issues to management as required.
• Best Practice. Ensure company policy and procedures are followed. Provide feedback for review and enhancements. Ensure internal and external SLA’s are met. Achieve agreed targets for delegate and client feedback results. Liaise with the Operations Department ensuring internal operational procedures are followed and client requirements are met. Ensure the critical path is up to date and followed.
• Evaluation. Participate in the debrief process ensuring key learnings are applied not only to the next program, department but overall company. Feedback all suggestions for improvement and market research to appropriate personnel.
• Product Knowledge. Development of global product knowledge, attending training and networking events to develop knowledge and skills.
• Training & Education. Identify opportunities to develop and learn through attending tradeshows, supplier meetings and courses to develop and expand relevant knowledge and skills.
• Program & Onsite Management. Be available to be on call for after-hours support for the duration of your groups travel. Provide onsite support as required. Work additional hours and weekends as required.
• Team Contributor. Maintain a harmonious working relationship with other staff members. Support day-to-day communications with team, to include, but not limited to daily and weekly meetings. Provide general assistance to the team as required.
• Time Management. Successfully manages multiple tasks at any one time meeting conflicting deadlines. Ability to work under pressure and have a can-do attitude. Meets deadlines and prioritises. Communicates pressure points, challenges and conflicts. Seeks guidance and support.
• Must Have. Current Driver’s License. Passport with at least six months validity as you will be required to travel interstate and overseas.
• Need to know. Programs, conferences and incentives are often held overseas. You may be required to travel both domestically and internationally.
• Work Health & Safety. Work Health and Safety of Individual Team within the office and on a program.
• Confidentiality & Legalities. Maintain client and company confidentiality. Comply with all reasonable and lawful directions of the Company.
• Engage in any other activities as deemed appropriate by Management (as mentioned above)

Key Performance Skills, Attributes and Aptitude

• Adaptability & Flexibility. Deals with the unexpected and change in the work environment. Adapts appropriate method and approach to suit the situation, seeks advice and support. Is flexible.
• Attendance & Punctuality. Punctual to work and meetings. In consultation with managers, plans for leave and absence from the office.
• Business Acumen. Understands implication of decisions on the business. Contributes to revenue and profit. Maintain client retention and loyalty. Escalate issues outside of skills and knowledge.
• Collaborative. Cooperative. Works with others, listens to other ideas and solutions without dismissing them. Encourages collaboration. Works with others to achieve shared goals.
• Communication. Is articulate. Manages upwards, downwards and sideways.
• Conceptual. Develops tactical, creative, and or strategic solutions. Ability to translate and concepts into solutions. Is resourceful. Lateral thinker “thinks outside the box”.
• Customer Service. Manages difficult situations in a professional and timely manner. Meets commitment and deadlines, responding promptly to issues and requests. Is able to contain self-emotions and manage emotional situations. Escalates issues to manager and notifies of issues as they happen.
• Dependability. Can be relied upon especially at times of need. Achieves outlined goals and objectives. Follows instruction, policy and procedure. Follows through and does not make promises it cannot keep.
• Ethics. Treats others with respect. Works with integrity. Is honest. Exhibits company loyalty. Upholds company values; Exceptional, Passionate, Bold, Collaborative and Respectful.
• Initiative. Identifies opportunities. Offers assistance. Takes on new or additional tasks. Goes above and beyond.
• Innovation. Develops innovative and creative ideas and solutions. Is aware of market trends and looks for opportunities to introduce and implement internally and externally.
• Interpersonal. Maintains confidentiality. Looks towards a solution and does not apply blame. Receptive to new ideas. Keeps emotions under control. Builds positive relationships internally and externally.
• Interpretive. Processes diverse information. Applies intuition, experience and common sense. Identifies when to escalate issues.
• Leadership. Demonstrates self-confidence with humility. Motivates and inspires others. Lead by example. Provide peer support.
• Negotiation. Negotiates costs and value-adds. Where required and within reason negotiates deadlines and deliverables without compromise. Seeks support when required.
• Oral & Written Communication. Listens and seeks clarification. Active participant in discussions. Articulates well. Ability to read and interpret. Writes to suit the audience. Strong attention to detail. Reviews grammar, edits and spell check.
• Personal Presentation. Grooming is to be of a high standard, generally smart casual is required for day-to-day office work, and however for client meetings, business attire is required. Ensure your team are dressed appropriately at all times.
• Problem Solving. Identify and resolve issues. Provides alternate solutions. Works well in a group or independently.
• Professional. Approaches situations with tact. Works well under pressure. Knows when to walk away from a conflicting or difficult situation. Accepts responsibility. Represents DCIM values in the industry.
• Quality. Strong attention to details, exhibiting thoroughness and accuracy. Identify areas for improvement with solutions.
• Software. Advanced knowledge of Microsoft Office Suite, Sabre, and Tramada.
• Teamwork. Promotes a positive culture and builds morale. Receives and provides constructive feedback. Maintain a harmonious working relationship with all staff and clients.