This is an a full-time office based role in Orewa, Auckland so you must live within a commutable distance.

Tour Time is a leading Group Tour Operator that has been in business for 30 years delivering group tours around the world, building an industry leading reputation for creating bespoke tours both domestically and internationally for Sports, Music, Educational and Special Interest groups.

Tour Time's exceptional H&S practices, financial security, and commitment to delivering Moments That Matter to our clients makes them the preferred option for groups wanting to travel.

Due to some exciting developments we are now looking for an Operations Manager to join our team to to assist with the day to day management and development of all Operational functions as well as managing, developing and motivating the existing team to provide excellent customer service & exceed client expectations.

On a typical day you will:

• Oversee and work with the Long-Haul programme, to coordinate, and support the planning, implementation, review and report of the operational process, to meet and exceed customer requirements and expectations
• Have awareness of full tour schedule for the upcoming year
• Manage and coordinate complex tours
• Support our tour coordinators, coaching and guiding them through any tour issues
• Ongoing review of processes to ensure our tours meet the expectations of our party leaders & remove any inefficiencies
• Ensure the office rota is managed and functioning for the operational needs of the business
• Set individual targets to ensure our coordinators are performing and successfully delivering their tours to a high standard & providing exceptional customer service
• Oversee each product division and ensure that processes and procedures are being adhered to
• Ensure the staff are reviewing costings & invoices when received on our products ensuring the capability of a tours logistics - escalating any anomalies
• Ensure communication channels between the operations department and other areas of the business are supported with both internal and external suppliers
• Monitor and review our in-house systems ensuring that support is given internally and to our external suppliers
• Support with the recruitment & training of new starters ensuring a seamless onboarding and making sure objectives are set and reviewed

To be successful within this role, our ideal candidate will:

• Have experience working in the Sports Tour or travel industry is essential
• Have previous management experience with the ability to motivate and develop a team
• Have excellent knowledge of Tour Time / inspiresport product portfolio
• Have confidence in planning & managing own tours alongside assisting the wider team
• Have knowledge and understanding of travel systems
• Have excellent worldwide knowledge (key focus on our key destinations offered)
• Have knowledge of Microsoft Office applications including; Word, Outlook and demonstrating Intermediate Excel skills
• Have outstanding customer service skills
• Have exceptional organisational skills, and attention to detail with the ability to prioritise workload
• Be able to effectively delegation with the ability to multitask
• Have excellent communication, relationship management & diplomatic skill
• Possess the ability to drive robust decisions
• Be adaptable, flexible & self-motivated
• Have the ability to work well under pressure & problem solve