Job Description: Come and join one of the world's leading luxury travel brands Abercrombie & Kent is the world's leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 2,500 staff in over 55 offices in more than 30 countries. The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all-terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impact lives and livelihoods. The Role We are seeking a motivated and experienced Operations Manager to oversee day-to-day activities within our travel operations department. This role is critical in ensuring the smooth delivery of travel services including and not limited to, quotes, re-quotes and final documentation, maintaining high levels of customer satisfaction, and supporting the team to meet service and performance targets. You will also be responsible for overlooking the Air Concierge department and ensuring Air training and company targets are met. Key Responsibilities include but are not limited to: Lead, motivate and support a team of sales coordinators responsible for creating quotes, producing final documentation, and other post booking requirements to support our Travel Consultants and provide a great customer experience. Oversee daily operations to ensure efficient handling of bookings, changes, cancellations, and special requests. Lead and support the Air Concierge department. Provide training, manage workloads, and ensure accuracy in ticketing and documentation. Manage and ensure flight schedules are monitored, disruptions and handled (delays, cancellations, re-routes), and ensure minimal impact on customer itineraries. Ensure the Sales Coordinators are confident with Air Sales and have clear training and documentation process to refer too. Supervise air concierge staff, provide training, manage workloads, and ensure accuracy in ticketing and documentation. Work with the Global Air team to negotiate and manage contracts with airlines, maintain strong supplier relationships, and secure competitive rates and availability. Monitor performance metrics across Operations and Air Concierge (KPIs/SLAs) and implement process improvements where necessary. Serve as the escalation point for operational issues, customer complaints, or service disruptions. Liaise with DMC to ensure timely turnaround and accurate service delivery. Coordinate with sales, customer service, and finance teams to ensure seamless client experiences. Conduct regular WIP team meetings, performance reviews, and training sessions to promote continuous improvement. Overseeing onboarding of new staff and current staff performance development and coaching. Contribute to strategic planning and the implementation of new operational initiatives. Weekly and ad-hoc Operations Reporting with detailed analysis, providing and supporting recommendations and actions. Required knowledge and experience: Previous experience in a supervisory or team leadership role (minimum 5 years). Proven experience in travel operations. In-depth knowledge of the travel industry, including GDS systems (e.g., Amadeus, Sabre, Galileo) and online booking tools. Strong organisational, problem-solving, and decision-making skills. Excellent verbal and written communication. Ability to work under pressure and manage multiple priorities. Proficiency in MS Office and travel management software. Flexibility to work shifts or weekends when required. Australian citizenship or permanent residency is required. Why work for A&K Travel Group? Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures. What you can expect with A&K: Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team. Supportive environment that will make you proud to work for A&K Travel Group Investment in our staff with both in-house and external training opportunities Opportunity to progress your career, not just in Australia but as part of our global business 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements) Paid Parental leave – 18 weeks at full pay Work in the enviable CBD office location close to public transport Employee Assistance Program (EAP) Monthly Birthday celebrations Opportunity to work from home as part of our hybrid working from home/office model Staff discounts and Travel Benefit program An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint. We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years. If you meet the selection criteria and have appropriate work rights, we would love to hear from you. Apply by sending your resume and covering letter outlining why you'd be perfect for the role. EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
