Operations Coordinator

Job Overview:

You will play a crucial behind-the-scenes role supporting a team of client-facing Consultants. This role involves managing and executing administrative, logistical, and systems-based tasks required to deliver seamless, high-touch experiences.

This is a high-responsibility role suited to someone with a passion for precision, a love of nature and travel, and a commitment to delivering world-class service in the luxury tourism space.

Key Responsibilities:

Skills & Experience:

• 5+ years' experience in a similar role.
• Excellent organizational, time management, and communication skills.
• Strong problem-solving skills with meticulous attention to detail.
• Proficiency in Google Suite (Docs, Sheets, Drive) and modern reservation or CRM systems.
• Understanding of supplier relationships, itinerary logistics, and luxury guest expectations.
• Professional, personable, and proactive in both internal and external communications.

Financial & Reporting Oversight

• Keep reservation and payment records current in coordination with finance and operations teams.
• Assist with updates in financial systems (e.g., Xero) and liaise with external accountants as needed.
• Track key performance metrics and ensure timely reporting to the leadership team.

Reservations & Logistics

• Manage the full reservation process post-invoicing, including accommodation, flights, transfers, and activities.
• Collaborate with Consultants to review and finalize guest-facing documents (quotes, proposals, itineraries).
• Coordinate logistics and maintain communication with suppliers to meet guest requirements.
• Track financial components of each trip, including rates, levies, guide costs, and third-party service charges.
• Ensure timely supplier payments and accurate filing of invoices and proof of payment.

Systems & Data Management

• Maintain updated, organized files on shared digital platforms to allow seamless team handovers.
• Input and manage critical trip and financial data (e.g., payments, calendars, transfer schedules).
• Troubleshoot reservations system issues and maintain efficient system functionality for the consultant team.
• Provide ad-hoc support for reporting, financial tracking, and business intelligence needs.

Customer Experience

• Liaise with guests (as needed) before, during, and after travel to gather information, respond to queries, or resolve issues.
• Maintain a solution-oriented approach with prompt response times (e.g., 24-hour email / 2-hour WhatsApp standards).
• Ensure communications are friendly, professional, and error-free.

Team Support & Business Operations

• Manage consultants' inbox during periods of absence (rotational responsibility).
• Assist with training material creation, internal process improvements, and special projects.
• Support operational tasks such as courier coordination, field assignments, and exclusive-use property logistics.

Ideal Candidate Profile:

This position is ideal for someone with a growth mindset, strong leadership and organizational skills, and the ability to thrive in a dynamic, fast-paced environment. The right candidate will be collaborative, committed to delivering exceptional service, and aligned with values such as integrity, innovation, fun, passion, growth, and responsibility.