Imagine Cruising Banner

Job Description

Operations Executive

Position – Full Time - Permanent

Salary £22,000 – £25,000 DOE

Based Royal Wootton Bassett, Wiltshire

Reporting to Operations Manager

Benefits  Company Bonus scheme + Pension contributions + Medical Benefit

About Imagine Cruising

Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Cruising are experts in creating Cruise and Stay Holidays and now selling over 60,000 holidays a year with turnover in excess of £200m and industry beating margin and profit metrics. We specialise in creating competitively priced, unique cruise packages targeted at both traditional cruisers and the “new to cruise” market.  www.imaginecruising.co.uk

Our Head Office is in the UK with a team of 150 and we are now trading in South Africa, Australia, (Brisbane & Perth), and New Zealand, a total of 250 employees.

Imagine Cruising believes in developing the knowledge, capability and skills of all staff in the company. That may mean that from time to time we will ask staff to be flexible in working in and supporting different areas of the business either within their own teams or through working with colleagues on projects and activities around the business. This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose

As we continue to grow, we are looking for a dynamic operations professional to deliver all ground service elements of the holiday package to meet the required customer service standards. The role is based in the UK but will expedite our operational delivery across all of our markets.  In all of our Product and Marketing activities we focus on ‘standing out from the crowd’ and delivering innovation. We are looking for an individual who has the required passion, skill and experience across all areas of Operations, but just as important, who can deliver excellent results in a fast changing and entrepreneurial business.

Typical Activities

 

  • Responsible for designated regions of the world, ensuring that all ground elements are booked and delivered to meet the required customer service levels
  • Ensuring all manifests are accurate and sent out to suppliers in time frames set out in Operations procedures.
  • Booking all the elements of our customer trips with our key suppliers - this would include hotels, transfers, packages, ferries, tours and more
  • All updates and amendments are communicated to the appropriate people in a timely manner.
  • Manage and respond to internal and external email and telephone queries and requests.
  • Contribute positively to company income by ensuring zero errors and accurate package profit/loss forecasting.
  • Evaluating customer satisfaction through the producing and sending out of customer satisfaction surveys.
  • Ensure all relevant information for package inclusions and tours are up to date and available to customers and support teams.
  • Proactively manage workloads and deadlines to deliver expected standards
  • Travelling to resort to manage groups in resort and supporting with larger events.
  • Build and maintain excellent working relationships with suppliers, internal departments and global offices.
  • Preparing customer itineraries.
  • Dealing with service issues while customers are on their holiday.
  • Have full knowledge of this company's full range of products.
  • Deliver the highest standard of friendly service, both internally and externally.
  • Provide 24 hour emergency telephone support (rota basis) to our customers in resort.

Skill Set Required

 

Essential      

  • A natural forward planner who critically assesses own performance
  • Must be thorough and have excellent attention to detail
  • Strong Administration Skills
  • Must have great organisational & time management skills
  • Must be adept in the use of MS Office, particularly Excel, Word and email.
  • Motivated to have new experiences, responsibility and accountability

Desirable

  • Travel industry experience would be beneficial but not essential.

The role requires the successful candidate to be able to work extended hours on occasions when required.

Due to the current cruise line requirements for all passengers to be double vaccinated it is essential that the successful candidate has received both vaccinations prior to commencing work.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.