Travel Operations Specialist

About Audley

Audley is a passionate, vibrant company that specializes in creating exceptional tailor-made journeys throughout Asia, Africa, South America and other destinations around the world. We’re one of the UK's most highly regarded travel companies, with over 20,000 travelers a year and the recipient of multiple awards. The ethos of Audley is to provide our clients with exceptional customer service and a trip which surpasses their expectations. As a result, they return to us year after year and recommend us to others.

See more about life at Audley: https://www.linkedin.com/posts/audley-travel_life-at-audley-activity-6990684820158713856-klsv?utm_source=share&utm_medium=member_desktop

About the Job

As the Travel Operations Specialist you will be responsible for the end-to-end operation of a client’s itinerary once they have chosen to book with Audley. Your work will directly contribute to delivering exceptional service and operational efficiency for our clients.

Working closely with our sales teams (Country Specialists), other Audley teams (Operations, Product, Finance and Ticketing), and our partners on the ground (Ground Handling Agents or GHA) your aim will be to deliver a high standard of quality, service and trip satisfaction. You’ll be responsible for all areas of trip operations from booking confirmation up until our clients return home, completing all operational tasks involved with ensuring a smooth and trouble-free journey. This includes everything from overseeing the initial booking process to issuing final documentation and even stepping in should an incident in country impact a trip. You will also be responsible for assisting sales teams in collecting final balance payments from clients.

The start date for this role is March 31, 2025.

Responsibilities:

• Oversee the booking process to ensure all elements of a client’s itinerary are booked as per their quotation. Ensure prompt follow-ups where a service is not initially available for booking to ensure all elements of the trip are confirmed at the correct time (including flight bookings).
• Where a client or supplier makes changes to a trip post-booking, work with the Country Specialist and Ground Handler to modify the booking and ensure the itinerary is up to date and correctly confirmed.
• Follow documented process to double check that all services have been booked correctly, and once complete authorise in our system.
• Liaise with Country Specialists and Ground Handling Agents regarding errors or questions, and follow-up to ensure errors are corrected
• Collect final balance payments from clients when they are due via phone and/or payment link.
• Working with the Ground Handling Agents to ensure all booking and flight details are up to date and finalised ahead of the client’s departure, including any previously unconfirmed services.
• Ensure the final booking record is accurate, including checking all costs and resolving any errors
• Prepare final travel documentation for the client with strong attention to detail ensuring the information is accurate and relevant.
• Where required, assist with resolving issues while the client is abroad, including (but not limited to) amending reservations and re-issuing documentation
• Resolve all supplier invoice discrepancies regarding bookings you have operated

Qualifications:

• Administration experience gained in a fast paced, client-focused environment.
• Strong planning and prioritisation skills.
• Ability to work under tight deadlines and juggle several tasks at once.
• A proven ability to achieve set targets.
• High level of attention to detail.
• Confident communicator who is comfortable building rapport and dealing with last minute changes.
• Independent self-starter who can think on their feet and has a high level of initiative.
• Resilience and ability to change direction quickly as situations develop with a positive can- do attitude.
• Must be flexible and adaptable to new initiatives in the business and team as they develop.
• Remains calm in pressurised situations.
• Proactive approach to personal development, willing to learn and open to feedback.
• A team player who can also work independently and focus on individual goals.

Location:

In person days will be hosted in our beautiful Boston, MA office located in the North End! We ask that employees are office-based for a minimum of 3 days per week.

Compensation:

• Salary starting from $55,000.
• 90-100% coverage of insurance premiums.
• 10 paid holidays including your birthday off!
• 1 day off to volunteer!
• Generous PTO policy (20 days to start, with anniversary-tied increases)

We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.