Operations Specialist

A&K Travel Group is a dynamic collection of travel and cruise companies, including Abercrombie & Kent, Crystal, and the world’s oldest travel agency, Cox & Kings. We create unique, immersive travel experiences worldwide. Our people make us a great place to work, fostering a supportive environment with ongoing training and global career opportunities. We also make a difference: Abercrombie & Kent Philanthropy has supported communities for 40 years, and we were recognised by Which? for exceptional client care during the pandemic. 

Position: Operations Specialist
Contract: Full Time
Department: Operations 
Location: London 
Reports to: Regional Operations Manager

PURPOSE:
To provide operational and documentation support across the guest journey, ensuring all logistical and administrative elements are delivered with precision and professionalism. This role is integral to maintaining the smooth flow of information between departments, ensuring accurate documentation, and supporting the delivery of exceptional  service from guest confirmation through to travel.

RESPONSIBILITIES:
Administrative Support

• Support the Sales team with administrative tasks including confirmation documents, final documents, itinerary updates, and guest communications.

• Administrative support may include Tailormade, Chairman’s Club, Groups and Villa bookings across all brands

• Appropriate ad hoc requests between confirmation and departure 

• Ad Hoc requests for Educational, including agents & PR trips 

• Ensure all documentation is accurate, timely, and aligned with brand standards.

• Verify that confirmed services and costs match between suppliers and the reservation system.

• Liaise with internal departments to ensure smooth handover of bookings and guest information.

• Print and post documentation when required.

Guest Journey Coordination

• Reconfirm all services to ensure guest expectations are met.

• Collect and process personal data (GIF) in the reservation system and GDS.

• Perform system checks within the GDS.

• Cover phones and assist with guest queries related to documentation and Guest Information Forms.

Group Operations

• Coordinate the successful operation of the group tour portfolio.

• Prepare final rooming lists in line with supplier deadlines.

• Liaise with the Air team to ensure flights are issued on time and within airline deadlines.

• Ensure accurate client documentation from confirmation to final documents.

• Communicate with clients regarding group tour amendments and provide visa support 

documentation.

Process & System Support

• Maintain and update internal systems with booking and guest information.

• Identify opportunities to improve administrative processes and support implementation of new tools and technologies.

• Ensure data accuracy and compliance with internal procedures.

Team Collaboration & Communication

• Lead the review and optimisation of operational processes.

• Champion adoption of new systems and tools to enhance efficiency and guest experience.

• Collaborate with IT, Product, and Sales teams to ensure operational readiness for new launches.

EXPERIENCE & QUALIFICATIONS:
Essential:

• Previous experience in an administrative or sales support role within travel, hospitality, or a related industry.

• Strong organisational skills and attention to detail.

• Excellent written and verbal communication skills.

• Proficiency in Microsoft Office and CRM systems.

Desirable:

• Experience in luxury travel or tour operations.

• Familiarity with itinerary production and guest documentation.

• Understanding of travel systems and booking platforms.

PERSON SPECIFICATION:

• Guest-focused with a commitment to service excellence.

• Proactive and adaptable with a problem-solving mindset.

• Able to work collaboratively across teams and departments.

• Calm under pressure and able to manage multiple tasks effectively.

• Enthusiastic and positive attitude with a willingness to learn.

WHAT WE OFFER: 

• Competitive salary plus annual bonus plan  

• Company pension plan from start of employment, with employer contributions increasing after 5 and 10 years of service 

• 25 days annual leave – in addition to bank holidays, plus the ability to buy an additional 5 days or sell 5 days 

• Discounted trips through A&K Travel Group Travel Benefit Program (includes friends and family) 

• Discounted Gym Membership – we offer a contribution of up to £35 a month at either Virgin Active Gym (London) or to other gyms through GymFlex.  

• Private Healthcare through BUPA paid through a salary sacrifice deduction using our corporate rates – covers individual and family cover  

• Life Assurance (2x base salary paid out as a tax-free sum)  

• Hybrid working – we value collaboration and ask employees to come to the office for a minimum of 4 days per week  

• Enhanced Paid Parental Leave  

• Employee Assistance Program – includes access to wellbeing resources and counselling 

• £1,000 Recruitment Referral Bonus 

• Cycle to work scheme 

• Season Ticket Loans 

• Regular Social Events 

This Role Profile highlights the key responsibilities but is not intended to be exhaustive