Tour Operations Lead – Splendour Tailored Tours

Splendour Tailored Tours; Randwick City Council; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

WFH flexibility

FAM experiences

Influence tour design

Hospitality networks

Office near Coogee Beach

Luxury travel

Team-oriented culture

Job summary

Splendour Tailored Tours is seeking a Tour Operations Lead to own day-to-day tour operations and reservations, including CRM (Zoho), invoicing and coordinating activities. You will supervise the Tour Operations Coordinator, ensure booking accuracy, and guide the team to deliver luxury experiences.

You’ll collaborate with the General Manager to prioritise workflow, manage host communications, and escalate complex issues to ensure flawless delivery of bespoke tours for discerning travellers.

Qualifications

• Extremely detail-oriented: accuracy is everything in this role!
• Experience: 2+ years in an operations / reservations role, preferably in travel, hospitality, or events.
• Sydney Expert: You know and love Sydney.
• Skills: Strong organisational skills with keen attention to detail.
• Tech-Savvy: Have previously utilised CRM systems, invoicing software, and Microsoft Office.
• Communication: Excellent written and verbal communication skills.
• Customer-Focused: A warm, professional approach to handling client requests.
• Problem-Solver: Able to manage multiple tasks and adapt quickly to changes.

Responsibilities

• Monitor and respond to incoming emails professionally and promptly.
• Enter and manage client bookings in our CRM system.
• Create and send invoices, ensuring accuracy in all financial transactions.
• Book and coordinate tour activities, ensuring seamless execution.
• Edit and update bookings as needed to accommodate client requests.
• Answer and manage phone calls, providing excellent customer service.
• Liaise with suppliers and partners to confirm details.
• Maintain and organise client records, ensuring data integrity.
• Check bookings and send tour calendar invites to our hosts.
• Complete host calls the day prior to tours to ensure they have all relevant information.
• Book and execute last-minute tours, handling urgent requests efficiently.
• Tailor set tours to better suit agent requests, ensuring a customized experience.
• Oversee booking accuracy and quality control across the tour operations function.
• Help prioritise daily workflow and ensure deadlines, confirmations and follow-ups are completed.
• Support, guide and help train the Tour Operations Coordinator in systems, processes and booking standards.
• Act as an escalation point for complicated, urgent or unusual tour operations and reservations matters, taking ownership through to resolution.

Skills

Detail-oriented

Organisational skills

Communication

Customer service

Problem solving

Tech-savvy

Sydney expert

Experience 2+ yrs

Tools

CRM systems

Invoicing software

Microsoft Office

Job description

Job Title: Tour Operations Lead – Splendour Tailored Tours

Job Type: Full Time

About Us

At Splendour Tailored Tours, we create unforgettable luxury experiences for discerning travellers. From bespoke travel itineraries to VIP events, we specialize in curating exceptional moments. As we continue to grow, we’re looking for a highly organised and proactive Tour Operations Lead to take ownership of our day-to-day tour operations and reservations function and keep things running smoothly.

You’ll work closely with our General Manager, taking ownership of the day-to-day tour operations and reservations function at Splendour. Alongside managing bookings, our CRM system (Zoho), invoicing and tour activities, you’ll help prioritise workflow, oversee booking accuracy, support and guide our Tour Operations Coordinator, and ensure nothing falls through the cracks.

Key Responsibilities

• Monitor and respond to incoming emails professionally and promptly.


• Enter and manage client bookings in our CRM system.


• Create and send invoices, ensuring accuracy in all financial transactions.


• Book and coordinate tour activities, ensuring seamless execution.


• Edit and update bookings as needed to accommodate client requests.


• Answer and manage phone calls, providing excellent customer service.


• Liaise with suppliers and partners to confirm details.


• Maintain and organise client records, ensuring data integrity.


• Check bookings and send tour calendar invites to our hosts.


• Complete host calls the day prior to tours to ensure they have all relevant information.


• Book and execute last-minute tours, handling urgent requests efficiently.


• Tailor set tours to better suit agent requests, ensuring a customized experience.


• Oversee booking accuracy and quality control across the tour operations function.


• Help prioritise daily workflow and ensure deadlines, confirmations and follow-ups are completed.


• Support, guide and help train the Tour Operations Coordinator in systems, processes and booking standards.


• Act as an escalation point for complicated, urgent or unusual tour operations and reservations matters, taking ownership through to resolution.

What We’re Looking For

• Extremely detail-oriented: accuracy is everything in this role! You must have a sharp eye for ensuring every booking, invoice, and communication is correct.


• Experience: 2+ years in an operations / reservations role, preferably in travel, hospitality, or events.


• Sydney Expert: You know and love Sydney. You stay on top of what’s new and exciting in the city—from the latest restaurants and exclusive events to hidden gems and must-visit experiences.


• Skills: Strong organisational skills with keen attention to detail.


• Tech-Savvy: Have previously utilised CRM systems, invoicing software, and Microsoft Office. *Not a dealbreaker.


• Communication: Excellent written and verbal communication skills.


• Customer-Focused: A warm, professional approach to handling client requests.


• Problem-Solver: Able to manage multiple tasks and adapt quickly to changes.

Unique Perks of The Job

• Flexibility to occasionally work from home


• Familiarisation (FAM) experiences with tours


• A voice in curating tour experiences


• Access to hospitality networks and invitations to industry events


• An inspiring, uplifting and fun office environment near Coogee Beach


• Be part of a high-end, fast-growing travel company that designs unforgettable luxury experiences


• A supportive, tight-knit team culture that values creativity, initiative, and hospitality