Operations Coordinator

The Operations Coordinator develops professional expertise with a solid understanding of team and department goals and operations, seeking continuous growth and learning opportunities. This role is responsible for managing reservations with suppliers, troubleshooting existing reservations, and issuing travel documents to customers. The Operations Coordinator demonstrates strong project management and organizational skills, multitasking ability, and works effectively with internal stakeholders across functions.

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Duties and Responsibilities:

1. Reservation Management:

Confirm services with vendors through messaging, websites, portals, and/or phone calls.

Work with suppliers to confirm rooms above allotment.

Manage customers’ special requests by securing them with suppliers.

Manage the cancellation process, from sending cancellations to auditing bookings.

Responsible for working through the documents process including final QC and delivering documents to the customers in a timely manner.

2. Customer Communication and Documentation:

Advise customers of schedule and tour changes via email and/or phone calls.

Prepare, issue, and send travel documents for customers.

Issue tickets, including exchanges, refunds, cancellations, and schedule changes as needed.

3. Problem-Solving and Analysis:

Work on problems of moderate scope where analysis of situations or data may be required.

Research conflicts/missing items and work on confirming services in a timely manner.

4. Cross-functional Collaboration:

Build productive and stable working relationships with internal functional teams.

Interact with cross-functional teams, with some support and supervision from senior team members.

Work closely with the Product and Guest Relations teams.

5. Performance and Project Management:

Responsible for meeting all Key Performance Metrics (KPI) for each task.

Demonstrate strong project management skills and ability to multi-task on multiple projects.

6. Continuous Improvement:

Seek continuous growth and learning opportunities in the field of operations and travel coordination.

Model the RBG Values and Ways of Working.

Requirements

Qualifications and Requirements:

Bachelor’s degree preferred.

Minimum of 2+ years of experience in a related field.

Comfortable communicating with internal and external customers and vendors through various means of communication, including phone calls.

Well-organized and extremely detail-oriented.

Experience working with databases and systems.

Computer proficiency in Microsoft Office.

Skills to Assess:

Professional expertise in team goals and operations

Problem-solving and decision-making skills

Understanding of broader department goals

Autonomy in daily tasks

Collaboration with senior leadership

Project management and organizational abilities

Multitasking and attention to detail

Relationship building

The Operations Coordinator should be able to exercise judgment within the scope of their role or defined procedures to determine appropriate actions. They should understand why their work is important to the broader department and require some oversight by management for direction setting and successful results.

The ideal candidate will be fully autonomous with all work, partnering with senior leadership to set direction and goal outcomes. They should be able to complete goals independently and may need guidance from management or the team for competing goals or projects. The Operations Coordinator will work cross-functionally with internal stakeholders, demonstrating the ability to build and maintain productive working relationships.

This role offers an excellent opportunity for a detail-oriented professional to develop expertise in operations coordination while contributing to the company’s overall efficiency and customer satisfaction goals.